Customer Service Representative
2 days ago
We are seeking a highly motivated and customer-oriented individual to join our team as a Customer Service Representative (CSR). In this role, you will be the front-line point of contact for customers, providing exceptional support, resolving inquiries, and ensuring a positive customer experience. The ideal candidate is a strong communicator with a passion for helping others and a commitment to delivering high-quality service.
Customer Support: Respond to customer inquiries via phone, email, chat, or social media in a professional and timely manner.
Problem Resolution: Address and resolve customer issues, complaints, and requests effectively while maintaining a positive and empathetic attitude.
Product Knowledge: Gain a deep understanding of company products or services and use that knowledge to assist customers with questions and concerns.
Order Processing: Assist customers with placing orders, tracking shipments, processing returns or exchanges, and addressing billing issues.
Customer Interaction: Provide clear, accurate, and relevant information to customers while ensuring their needs are met.
Data Entry: Update customer records, log interactions, and track service issues in the company’s CRM system.
Follow-up: Follow up with customers to ensure satisfaction and to ensure that issues have been resolved to their satisfaction.
Escalation Management: Identify situations requiring escalation and notify appropriate departments or managers as necessary.
Team Collaboration: Work with other departments, such as sales, technical support, or logistics, to ensure a seamless customer experience.
Feedback Collection: Gather customer feedback and relay insights to management for continuous improvement of products and services.
Required Skills & Qualifications:
High school diploma or equivalent (some positions may require a college degree).
Proven experience in a customer service or related role.
Excellent verbal and written communication skills.
Strong problem-solving and critical-thinking abilities.
Ability to manage multiple tasks in a fast-paced environment.
Empathy, patience, and a positive attitude when handling challenging customer interactions.
Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and familiarity with CRM software.
Strong attention to detail and organizational skills.
Ability to work well both independently and as part of a team.
Preferred Qualifications:
Previous experience in customer service or a call center environment.
Knowledge of the company's products, services, or industry.
Bilingual skills (depending on the location of the position).
Experience with conflict resolution or de-escalation techniques.
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