Customer Service Representative

1 week ago

Laoag City, Philippines Lexie Staffing and Business Consulting Full time

Job summary

The customer service representative acts as a liaison, providing product and service information and resolving any issues that customer accounts may encounter. A successful CSR is empathetic, patient, and detail-oriented, with excellent communication skills to build and maintain strong relationships with customers.



Roles and Responsibilities

Customer communication: Manage a large volume of inbound and outbound communication via phone, email, and live chat to provide information and address concerns in a timely manner.

Issue resolution: Identify and troubleshoot customer problems, provide valid solutions, and follow up to ensure a satisfactory resolution.

Information accuracy: Possess deep product and service knowledge to provide accurate information to customers.

Record keeping: Document all customer interactions, transactions, and feedback in a Customer Relationship Management (CRM) system.

Order processing: Process customer orders, forms, applications, and requests, including returns and exchanges.
Collaboration: Coordinate with other departments, such as sales or technical support, to escalate complex issues and ensure a positive customer experience.

Sales support: Identify opportunities to upsell or cross-sell products and services when appropriate.
Feedback loop: Provide feedback to management on recurring customer issues to help improve products and processes.



Skills and Qualifications

Communication skills: Strong verbal and written communication skills are essential for interacting with customers and colleagues.

Problem-solving: A strong ability to analyze problems and devise effective solutions.

Patience and empathy: The ability to remain calm and professional while dealing with difficult or frustrated customers is crucial.

Technical proficiency: Familiarity with computers and software, including CRM systems, is often required.

Multitasking: The ability to handle multiple tasks simultaneously, such as speaking with a customer while navigating computer systems.

Attention to detail: A detail-oriented mindset is necessary for accurately documenting customer information and transactions.

Flexibility: The ability to adapt to changing customer needs and company procedures.

Experience: Previous experience in a customer-facing role, such as retail or a call center, is often preferred.

Education: A high school diploma or equivalent is generally required, though a bachelor's degree may be a plus.

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