Customer Service Officer (225-902)

As a Customer Service Officer, you will be the first point of contact for our customers, providing exceptional service and support that builds strong, enduring relationships. You will handle inquiries, resolve issues, and manage a wide array of customer interactions through phone calls, emails, and chat. Ensuring customer satisfaction will be at the heart of your role, as you assist in troubleshooting problems and providing vital information regarding products and services. You will play a pivotal role in representing the company's values and brand, delivering a positive customer experience that enhances customer loyalty. Your resourcefulness, empathy, and problem-solving skills will be vital in resolving inquiries in a timely and efficient manner.

Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, and chat.
• Maintain a high level of product and service knowledge to address customer concerns.
• Accurately document customer interactions and update account information.
• Identify and assess customer needs to achieve satisfaction and offer appropriate solutions.
• Handle complaints, provide suitable solutions, and follow up to ensure resolution.
• Coordinate with internal departments to address customer needs efficiently.
• Assist in generating sales leads and promoting company products as needed.
• Stay updated with product modifications, policy changes, and company news.
• Foster positive relationships with customers to encourage repeat and referral business.
• Meet or exceed individual and team performance targets for customer service.
• Participate in training and team meetings to enhance service delivery skills.
• Remain empathetic and patient when handling difficult or irate customers.

Requirements

• High school diploma or equivalent; additional education is a plus.
• Previous experience in a customer service or related role is required.
• Excellent verbal and written communication skills are essential.
• Strong problem-solving skills and attention to detail are required.
• Ability to multitask, prioritize, and manage time effectively is crucial.
• Proficiency with computers and customer relationship management software.
• Positive attitude, resilience, and a passion for helping others are essential.