Customer Service Assistant (225-1013)

As a Customer Service Assistant, you will be the forefront of our company’s interaction with customers, ensuring they are provided with excellent service that promotes their loyalty and satisfaction. Your primary responsibilities will include addressing customer inquiries, resolving issues in a timely manner, and providing comprehensive information about our products and services. You will be expected to maintain thorough knowledge of company offerings, policies, and procedures to effectively communicate with customers and provide solutions that meet their needs. In this role, adherence to company guidelines will ensure that service quality remains consistent and customer needs are met efficiently. This position demands excellent communication skills, patience, and a problem-solving mindset to ensure that customers leave each interaction feeling valued and satisfied.

Responsibilities

• Respond to customer inquiries via phone, email, and chat platforms promptly and courteously.
• Resolve customer complaints and issues efficiently, following company procedures and guidelines.
• Maintain a high level of customer satisfaction through effective service delivery and follow-up.
• Identify and escalate priority issues that require immediate attention to appropriate channels.
• Document customer interactions, transactions, and follow-up actions in the designated systems.
• Provide accurate information about products and services to address customer questions and concerns.
• Work collaboratively with team members to achieve overall customer service objectives.
• Continuously update knowledge on company products, industry changes, and customer service best practices.
• Assist customers with placing orders, tracking shipments, and processing returns or exchanges.
• Promote additional products and services that meet customer needs through up-selling and cross-selling.
• Meet personal and team performance targets related to customer satisfaction, call handling, and productivity.
• Participate in training sessions and team meetings to enhance skills and service delivery improvements.

Requirements

• High school diploma or equivalent qualification is required for consideration.
• Previous experience in a customer service or support role preferred by employers.
• Excellent communication skills, both verbal and written, are essential for this role.
• Strong problem-solving abilities with a keen attention to detail and accuracy.
• Proficiency with customer service software, databases, and associated technological tools.
• Ability to handle stressful situations calmly and professionally ensure customer satisfaction.
• Demonstrated aptitude for learning and adapting to new systems and processes quickly.
• Comfortable working in a fast-paced environment where priorities can change rapidly.
• Must possess the ability to work independently as well as collaboratively within a team.
• Willingness to work flexible shifts, including evenings and weekends as required.