Customer Service Associate

The Customer Service Associate is a vital role within our company, serving as the primary interface between our organization and customers. This role is dedicated to providing exceptional service, resolving customer inquiries, and ensuring customer satisfaction. As a Customer Service Associate, you will handle a variety of customer interactions, ranging from questions about products or services to resolving issues. Our ideal candidate is someone who is compassionate, continuously seeks to understand the customer's needs, and adapts accordingly to offer solutions that work best for them. Your efforts directly contribute to our customer retention and will influence how our brand is perceived in the marketplace.

Responsibilities

• Respond to customer inquiries via phone, email, or live chat platforms.
• Maintain a positive, empathetic, and professional attitude towards customers at all times.
• Listen to customer concerns and offer solutions promptly and efficiently.
• Document and track customer interactions, transactions, comments, and complaints in CRM systems.
• Collaborate with team members and supervisors to improve customer service processes.
• Provide customers with product and service information, including pricing details.
• Escalate unresolved issues to the appropriate internal teams when necessary.
• Follow up on customer interactions to ensure satisfactory resolution and retention.
• Adhere to company policies and procedures while managing customer concerns.
• Identify opportunities for improving service quality by analyzing customer feedback.
• Participate in ongoing training sessions to stay updated with product knowledge.
• Meet or exceed set targets for customer satisfaction scores and response times.

Requirements

• High school diploma or equivalent; a college degree is preferred.
• Proven experience in a customer service or support role, ideally in retail.
• Excellent verbal and written communication skills in English.
• Strong problem-solving skills with the ability to think critically and adapt quickly.
• Proficiency in using CRM software and Microsoft Office Suite, particularly Excel.
• Strong organizational skills with the ability to multi-task and manage time efficiently.
• Ability to remain calm and composed under pressure, and handle demanding customers.