Customer Service Representative (225-616)

As a Customer Service Representative, you will be the primary point of contact for our customers. Your role will involve handling inquiries, addressing complaints, and providing resolutions in a timely and efficient manner. You will play a crucial role in maintaining our company's reputation by ensuring high levels of customer satisfaction. Your excellent communication skills and ability to empathize with customers will be essential in understanding their needs and providing service beyond their expectations. You will work closely with other departments to ensure smooth operations and will be expected to continuously improve your product knowledge to offer the best solutions. This position requires patience, attentiveness, and a proactive approach to problem-solving.

Responsibilities

• Answer incoming customer queries via phone, email, or chat services promptly.
• Provide accurate, valid, and complete information by using the right methods.
• Handle customer complaints with empathy and provide appropriate solutions.
• Identify and assess customers’ needs to achieve satisfaction and loyalty.
• Build sustainable relationships of trust through open and interactive communication.
• Keep records of customer interactions, process accounts, and document necessary information.
• Follow communication procedures, guidelines, and policies strictly at all times.
• Collaborate with team members and other departments to facilitate solutions.
• Maintain up-to-date knowledge of company products and services for accurate information dissemination.
• Contribute to team metrics by meeting or exceeding daily and monthly performance goals.
• Take the extra mile to engage customers and provide exceptional service.
• Stay informed on industry trends and best practices in customer service.

Requirements

• Proven customer support experience or experience as a client service representative.
• Strong phone contact handling skills and active listening capabilities.
• Familiarity with CRM systems and practices is highly desirable.
• Customer-oriented attitude with a focus on quality service delivery.
• Excellent communication and presentation skills required for effective interactions.
• Ability to multitask, prioritize, and manage time effectively under pressure.
• High school diploma or equivalent; college degree is a plus.