Customer Service Representative (225-613)

A Customer Service Representative plays a critical role as the face and voice of a company. They are responsible for ensuring customer satisfaction by addressing inquiries, resolving issues, and providing service information to customers. These professionals act as a communication bridge between companies and their clients, often handling questions and complaints through various channels such as phone, email, and live chat. Successful candidates for this role will have strong interpersonal and communication skills, an innate ability to empathize with customers, and a knack for problem-solving. Depending on the nature of the business, customer service representatives may also assist with order processing and account management, contributing to the smooth operation and success of the organization.

Responsibilities

• Answer and respond to customer inquiries promptly via phone, email, or chat.
• Provide accurate information regarding products, services, and promotions.
• Resolve customer complaints and issues efficiently to ensure satisfaction.
• Maintain a high level of professionalism and empathy in all interactions.
• Document and update customer records with details of interactions and transactions.
• Collaborate with other departments to address complex customer concerns.
• Follow up with customers to ensure their issues are resolved satisfactorily.
• Identify and report trends in customer feedback to management team.
• Provide feedback to the team on improvements in customer service procedures.
• Manage and prioritize multiple tasks to meet customer service standards.
• Assist in training new team members in customer service protocols.
• Handle returns, exchanges, and refunds according to company policies.

Requirements

• High school diploma or equivalent required; a bachelor's degree is a plus.
• Proven customer service experience in a similar role preferred.
• Excellent verbal and written communication skills are essential.
• Ability to maintain composure and patience in stressful situations.
• Strong problem-solving skills and attention to detail are required.
• Proficient in using customer service software and CRM tools.
• Flexibility to work shifts, including evenings and weekends, is desired.