Customer Service Representative (225-625)

As a Customer Service Representative, you will be the primary point of contact for our valued customers. Your role is crucial in ensuring customer satisfaction by addressing inquiries, resolving issues, and providing product and service information promptly and efficiently. You will act as a bridge between the customer and the company, working diligently to understand customer needs and expedite solutions. The successful candidate will have excellent communication skills, a strong understanding of our product line, and the ability to maintain a calm and friendly demeanor in high-pressure situations. If you're passionate about customer service and strive to enhance the customer experience with every interaction, we invite you to join our team.

Responsibilities

• Respond to customer inquiries through phone, email, and chat in a timely manner.
• Maintain up-to-date knowledge of company products and services for effective customer support.
• Resolve customer complaints by determining the cause of the problem and selecting the best solution.
• Document customer interactions and transactions, noting details of inquiries, complaints, and comments.
• Provide feedback on the efficiency of the customer service process to enhance service delivery.
• Follow up with customers to ensure their issues were resolved to their satisfaction.
• Identify and escalate priority issues to the appropriate department when necessary.
• Assist with onboarding new customers with information and support as needed.
• Meet personal and team customer service targets and call handling quotas.
• Work with management to stay informed of service updates and procedural changes.
• Contribute to team efforts by accomplishing related results as needed.
• Provide outstanding service to maintain strong customer relationships and trust.

Requirements

• High school diploma or equivalent; higher education or certifications are a plus.
• Proven customer support experience or experience in a similar role.
• Strong phone handling skills and active listening capabilities are required.
• Familiarity with CRM systems and customer service software is preferred.
• Excellent verbal and written communication skills in English.
• Ability to handle stressful situations with professionalism and patience.
• Strong problem-solving skills with attention to detail and accuracy.
• Willingness to work in shifts including evenings, weekends, and holidays.