The Customer Service Representative is responsible for handling customer inquiries, resolving issues, and ensuring a positive customer experience. They communicate directly with clients via phone, email, or chat, providing product or service information, addressing complaints, and guiding customers through the problem-solving process. Their goal is to maintain customer satisfaction and foster strong relationships.

Responsibilities:

• Respond to customer inquiries via phone, email, or live chat.
• Provide accurate information about products, services, or policies.
• Resolve customer complaints and issues in a timely and effective manner.
• Process orders, returns, and exchanges as needed.
• Maintain a record of customer interactions and transactions in the CRM system.
• Follow up with customers to ensure their issues have been resolved.
• Escalate complex or unresolved problems to the appropriate department or supervisor.
• Stay updated on product knowledge and any changes to company policies or procedures.
• Assist with customer feedback collection and report trends to management.
• Ensure compliance with company guidelines for customer service excellence.

Requirements:

• High school diploma or equivalent; a degree in business or a related field is a plus.
• Previous experience in a customer service or call center role.
• Strong communication and interpersonal skills.
• Ability to handle difficult or irate customers with professionalism.
• Proficiency in Microsoft Office Suite and CRM systems.
• Excellent problem-solving and multitasking abilities.
• Patience, empathy, and a positive attitude toward customer service.
• Ability to work in a fast-paced environment and meet performance targets.

Work Environment:

• Office or remote setting, depending on the company’s policy.
• Interaction with customers over phone, email, or chat systems.
• May involve sitting for extended periods and using a computer.