Customer Service Representative (225-728)

A Customer Service Representative plays an essential role in meeting the needs of customers by providing excellent service and ensuring customer satisfaction. As the face and voice of the company, the ideal candidate will have excellent communication skills, patience, and a friendly demeanor. The ability to handle challenging customer sets and resolve their issues promptly while maintaining a positive outlook is crucial. This role requires multitasking skills, the ability to quickly learn new software systems, and a strong understanding of the products and services offered by the company. Success in this position involves consistently meeting or exceeding performance objectives while maintaining the company's standards of customer service excellence.

Responsibilities

• Respond promptly to customer inquiries via phone, email, and chat.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Address and resolve customer complaints with efficiency and empathy.
• Manage large volumes of incoming calls and emails professionally.
• Provide accurate, valid, and complete information to customers using the available resources.
• Identify and assess customers’ needs to achieve satisfaction and build trust.
• Document all customer interactions, inquiries, comments, and complaints effectively.
• Handle product returns and refunds and document the necessary records.
• Keep up-to-date with product information, updates, and services to inform customers.
• Escalate unresolved issues to appropriate internal teams to ensure resolution.
• Follow communication procedures, guidelines, and policies strictly.
• Offer suggestions to team leaders on how to improve customer service processes.

Requirements

• High school diploma, or equivalent; college degree preferred.
• Proven customer service experience, preferably in a similar role, is essential.
• Strong phone contact handling skills and active listening abilities.
• Customer-oriented mindset with the ability to adapt/respond to different characters easily.
• Excellent written and verbal communication skills in English.
• Ability to multitask, prioritize, and manage time effectively under pressure.
• Proficiency in using customer service software, databases, and tools.
• Strong problem-solving abilities to address complex issues efficiently.