Customer Service Representative (225-720)

The role of a Customer Service Representative is pivotal in every successful organization, as it represents the frontline support team responsible for resolving inquiries and issues by interacting with customers through multiple communication channels. These professionals embody the values and ethos of a company, as they ensure customer satisfaction and retention by delivering exceptional service. The Customer Service Representative will engage with clients, addressing their concerns, and providing solutions promptly and efficiently. Additionally, the position requires a strong communicator who can remain calm under pressure and demonstrate empathy and patience in customer dealings. With a commitment to continuous improvement, the candidate will also provide feedback to improve products and services.

Responsibilities

• Handle a high volume of customer inquiries via phone, email, or chat.
• Maintain and update customer records accurately and efficiently in the system.
• Provide customers with accurate information regarding product features and services.
• Resolve customer complaints by clarifying issues and identifying solutions quickly.
• Escalate complex cases to relevant departments for appropriate resolutions when necessary.
• Consistently deliver friendly, respectful, and professional customer service interactions.
• Follow up with customers to ensure issues are fully resolved to their satisfaction.
• Collaborate with team members to improve customer service processes and outcomes.
• Meet and exceed individual and team performance goals and targets.
• Stay updated on product knowledge and company policies to ensure accurate information is provided.
• Gather customer feedback and input it into the system to assist in product development.
• Participate in regular team meetings and training sessions to enhance service skills.

Requirements

• High school diploma or equivalent; a college degree is a plus.
• Minimum of one year of experience in a customer service role preferred.
• Strong communication and interpersonal skills with a customer-focused approach.
• Proficiency with CRM systems, Microsoft Office Suite, and related software.
• Ability to handle stressful situations with composure and professionalism.
• Excellent problem-solving skills and the ability to multitask effectively.
• Flexibility to work varying shifts, including evenings and weekends if needed.