Customer Service Executive

As a Customer Service Representative, you are the cornerstone of the customer experience, providing support, addressing inquiries, and delivering solutions to ensure customer satisfaction. You will serve as a liaison between the company and its customers, helping to resolve issues and offering product or service guidance. This role requires excellent communication skills, a patient attitude, and the ability to handle challenging customer situations with empathy and understanding. You will be tasked with maintaining a positive, empathetic, and professional demeanor toward customers at all times. As a valuable member of the team, your contributions will play a critical role in building and maintaining the company's reputation for outstanding customer service.

Responsibilities

• Respond promptly to customer inquiries via phone, email, or chat platforms.
• Manage and resolve customer complaints with a calm and positive attitude.
• Identify and assess customers' needs to achieve satisfaction and loyalty.
• Build sustainable relationships and trust with customer accounts.
• Provide accurate, valid, and complete information using the right tools.
• Keep records of customer interactions, comments, and complaints systematically.
• Handle product or service questions, suggesting information about other services.
• Work with customer service managers to ensure proper customer service is being delivered.
• Understand and remain up-to-date with company products, services, and policies.
• Contribute to team goals and performance metrics with a cooperative spirit.
• Offer feedback on efficiency of the customer service process, suggesting improvements.
• Follow communication procedures, guidelines, and policies to operate effectively.

Requirements

• High school diploma or equivalent required, college degree preferred.
• Proven customer support experience or experience as a Client Service Representative.
• Strong phone contact handling skills and active listening abilities.
• Familiarity with CRM systems and practices is advantageous.
• Excellent communication skills, both written and verbal, are essential.
• Customer orientation and ability to adapt/respond to different types of characters.
• Strong problem-solving skills, with the capacity to effectively manage conflict.