Customer Service Agent (225-731)

As a Customer Service Agent, you will be the frontline representative for our company, ensuring that each customer interaction is handled with care and professionalism. You will play a critical role in managing customer expectations and delivering outstanding service to maintain our company's strong reputation. Through various communication channels such as phone, email, and chat, you will assist customers by addressing inquiries, resolving issues, and providing product information. You will also be responsible for escalating complex issues to higher management and collaborating with internal departments to ensure the highest satisfaction levels are met. A key aspect of this role is to uphold the company’s standards by delivering exceptional service that aligns with our values of integrity, reliability, and excellence. You will be part of a dynamic and supportive team where customer-focused service leads to improved customer retention and a thriving business.

Responsibilities

• Respond promptly and courteously to customer inquiries via phone, email, and chat.
• Maintain a deep understanding of company products and services to assist customers effectively.
• Handle and resolve customer complaints in an empathetic and professional manner.
• Document customer interactions and transactions accurately in the company’s CRM system.
• Provide feedback to the team leader on frequent issues to improve service processes.
• Escalate unresolved issues to relevant departments following standard procedures.
• Participate in training and coaching sessions to improve customer service skills and knowledge.
• Ensure that customer service goals and performance metrics are consistently met or exceeded.
• Work collaboratively with team members to achieve shared objectives and deliver superior service.
• Update customer accounts and process orders, forms, and applications quickly and accurately.
• Identify and report system issues and trends that affect service quality to management.
• Stay informed of updates to company products, services, and policies to aid customer interactions.

Requirements

• High school diploma or equivalent qualification is required for this position.
• Prior experience in a customer service or support role is highly preferred.
• Excellent communication skills, both verbal and written, are essential.
• Ability to handle irate or difficult customers in a calm and effective manner.
• Proficiency in using computers, customer service software, and CRM systems.
• Strong problem-solving skills to quickly identify and resolve customer issues.
• Flexibility to work in shifts, including weekends and holidays, as needed.
• Strong organizational skills and the ability to multitask in a fast-paced environment.