Customer Service Representative 12D25

The Customer Service Representative (CSR) plays a pivotal role in establishing and maintaining positive relationships between a company and its clients. As the first point of contact for customers, a CSR is tasked with ensuring that inquiries are addressed swiftly and effectively, fostering trust and loyalty. Whether handling complaints, providing information on products and services, or offering technical support, a CSR must demonstrate exceptional communication skills, patience, and empathy. This role demands a proactive approach in identifying customer needs and implementing solutions. By acting as a liaison between the company and its customers, the CSR seeks to enhance satisfaction and contribute to the company's reputation and success.

Responsibilities

• Respond promptly to customer inquiries via phone, email, or chat platforms.
• Identify and assess customers’ needs to achieve satisfaction standards.
• Maintain detailed records of customer interactions and transactions accurately.
• Communicate with various departments to resolve customer issues efficiently.
• Keep customers informed about the status and resolution of their queries.
• Suggest company products or services that meet and exceed customer expectations.
• Manage large amounts of incoming calls and customer service inquiries seamlessly.
• Build sustainable relationships and trust with customer accounts through open communication.
• Handle customer complaints, provide appropriate solutions, and follow up to ensure resolution.
• Provide accurate, valid, and complete information using company resources and procedures.
• Meet personal and team quantitative and qualitative metrics for service quality.
• Participate in training and development to enhance service delivery capabilities.

Requirements

• Proven customer support experience or experience as a client service representative.
• Strong phone contact handling skills and active listening abilities.
• Familiarity with CRM systems and practices to streamline workflows.
• Excellent communication and presentation skills, both verbal and written.
• Adaptability to manage and prioritize multiple tasks efficiently.
• Ability to work independently and collaboratively within a team environment.
• High school diploma or equivalent; additional qualifications are a plus.