Customer Service Associate (225-1002)

A Customer Service Associate plays a crucial role in ensuring customer satisfaction by providing support and solutions to inquiries, concerns, and issues. This role involves engaging with customers through various communication channels, including phone calls, emails, and chats, to deliver timely and accurate information while maintaining a high level of professionalism. The ideal candidate should possess excellent communication skills, a customer-centric mindset, and the ability to multitask in a fast-paced environment. By understanding and addressing customer needs, the Customer Service Associate contributes to the organization's goals of enhancing customer loyalty and improving overall service quality. This position requires adaptability, problem-solving capabilities, and a keen attention to detail to navigate and resolve a broad range of customer issues effectively.

Responsibilities

• Respond promptly to customer inquiries through phone, email, and chat.
• Resolve customer complaints and issues with a focus on satisfaction and retention.
• Maintain accurate records of customer interactions, transactions, and comments.
• Provide accurate, valid, and complete information using the right methods and tools.
• Identify and assess customers’ needs to achieve satisfaction efficiently.
• Handle customer complaints, provide appropriate solutions, and follow up to ensure resolution.
• Communicate and coordinate with internal departments to resolve client issues.
• Prepare product or service reports by collecting and analyzing customer information.
• Build sustainable relationships and trust with customer accounts through open communication.
• Meet personal/customer service team sales targets and call handling quotas.
• Keep records of customer interactions and file related documentation.
• Suggest solutions when a product malfunctions and expedite corrections or adjustments.

Requirements

• High school diploma or equivalent; Bachelor's degree preferred.
• Proven customer support experience or experience in a similar role.
• Strong phone contact handling skills and active listening abilities.
• Familiarity with CRM systems and practices is advantageous.
• Customer orientation and ability to adapt/respond to different types of characters.
• Excellent communication and presentation skills in English.
• Ability to multitask, prioritize, and manage time effectively.