Customer Service Representative (225-612)

A Customer Service Representative plays a pivotal role in maintaining and ensuring customer satisfaction by providing efficient and professional assistance to clients. As the front line of communication, this position involves responding to inquiries, resolving issues, and building strong relationships with customers. The ideal candidate should possess excellent communication and problem-solving skills and be dedicated to enhancing customer experiences. The role requires adaptability to manage various customer issues and the ability to maintain a positive, courteous demeanor in a fast-paced setting. A Customer Service Representative acts as the liaison between the company and its customers, and is essential in securing customer loyalty and retention by making each interaction helpful and pleasant.

Responsibilities

• Respond promptly to customer inquiries through various communication channels to deliver exceptional service.
• Maintain in-depth knowledge of products and services to provide accurate and timely assistance.
• Resolve product or service problems promptly by clarifying the customer's complaint and determining the cause.
• Document customer interactions, transactions, comments, and complaints in detail for reference and follow-up.
• Keep records of customer interactions and follow up to ensure complete resolution of issues.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Provide accurate, valid, and complete information to customers using the right methods and tools.
• Meet personal and team sales targets and call handling quotas consistently.
• Handle customer grievances in a professional manner with the goal of satisfactory resolution.
• Collaborate with the team to improve customer service procedures, policies, and standards.
• Identify and escalate priority issues to senior management as needed for timely intervention.
• Follow communication procedures, guidelines, and policies accurately within the expected timeframes.

Requirements

• High school diploma or equivalent; college degree preferred for advanced knowledge.
• 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 for effective data management.
• Strong interpersonal skills to foster positive relationships with customers and coworkers.
• Excellent communication skills, both written and verbal, for clear customer interaction.
• Ability to multi-task, prioritize, and manage time effectively in a dynamic setting.