Customer Relations Representative (225-625)

A Customer Relations Representative plays a pivotal role in establishing and maintaining positive relationships with clients, ensuring that their needs and concerns are addressed promptly and satisfactorily. As front-line support, these professionals are tasked with listening to customer feedback, resolving complaints, and ensuring that a high level of customer satisfaction is consistently met. The ideal candidate will possess excellent communication skills, be patient and empathetic, and work proactively to uphold the company’s reputation for exceptional customer service. They are responsible for interacting with customers through various channels, such as phone, email, and live chat, and serve as a crucial link between the customer and the company. This role requires a keen understanding of the company’s products and services, as well as an ability to quickly and efficiently troubleshoot a wide range of customer issues.

Responsibilities

• Engage with customers to identify and resolve their queries and issues.
• Maintain a comprehensive understanding of all products and services offered.
• Document customer interactions and update account information accurately.
• Provide customers with timely information regarding product updates and promotions.
• Handle customer feedback, investigate complaints, and develop potential solutions.
• Collaborate with internal teams to ensure seamless customer service delivery.
• Stay informed about industry trends and customer preferences and needs.
• Meet or exceed established customer service performance goals and targets.
• Participate in team meetings to discuss challenges and share best practices.
• Train and advise new staff to maintain a consistent level of service quality.
• Conduct follow-up communications to assure resolution of customer concerns.
• Escalate unresolved issues to senior customer service representatives when necessary.

Requirements

• High school diploma or equivalent; bachelor's degree is an advantage.
• Excellent verbal and written communication skills in English required.
• Proven experience in a customer service role or similar position preferred.
• Strong problem-solving skills with a keen attention to detail.
• Ability to work effectively under pressure and manage multiple tasks.
• Proficient in using CRM software and Microsoft Office suite.
• Capacity to remain calm and patient, especially when dealing with difficult situations.
• Flexible availability, including willingness to work weekends or holidays as needed.