Customer Service Assistant (225-1006)

As a Customer Service Assistant, you will be the face of our company, serving as the first point of contact for customers seeking assistance and information. Your role is pivotal in ensuring customer satisfaction and fostering positive relationships through exceptional communication and problem-solving skills. You will be responsible for handling inquiries, resolving issues, and ensuring that customer service standards are consistently met to enhance the overall customer experience. The ideal candidate will possess an innate ability to empathize with customers, remain calm under pressure, and communicate clearly in a variety of situations. This role will also involve working collaboratively with other teams to address complex queries and assist in the development of customer service policies and practices.

Responsibilities

• Respond promptly to customer inquiries, providing accurate, valid, and complete information.
• Resolve customer complaints via phone, email, chat, or social media platforms.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Acknowledge and resolve customer complaints in a timely and effective manner.
• Utilize CRM tools to manage and record customer information and interactions.
• Identify and report recurring customer issues to management for further action.
• Follow communication procedures, guidelines, and policies as set by management.
• Communicate and coordinate with colleagues as necessary to fulfill customer needs.
• Update customer records and accounts with the latest interaction and service data.
• Provide feedback on the efficiency of the customer service process to improve service quality.
• Participate in training sessions to improve knowledge of products and services.
• Analyze customer feedback and work actively to improve the customer experience.

Requirements

• Proven customer support experience or experience as a client service representative.
• Strong communication skills, both verbal and written, are essential.
• Ability to multitask, prioritize, and manage time effectively in a busy environment.
• Familiarity with CRM systems and practices is highly desirable.
• Strong problem-solving skills with a focus on detail and accuracy.
• Flexibility to work in shifts and adapt to various scheduling needs.
• A high school diploma or equivalent; a college degree is a plus.