Hybrid CSR

9 hours ago

cebu, Philippines Metacom Full time

Job Title: Customer Service Representative (CSR)
Job Overview: The Customer Service Representative (CSR) is the primary point of contact for customers seeking assistance, support, or information. This role involves providing exceptional service to enhance customer satisfaction, resolving issues, and ensuring a positive experience with the company.

Key Responsibilities:

Customer Support: Handle incoming calls, emails, or messages from customers regarding inquiries, complaints, or issues. Provide accurate information and solutions in a timely manner.
Issue Resolution: Troubleshoot customer problems, assist with product or service-related questions, and offer appropriate solutions or escalate to higher-level support as needed.
Order Processing: Assist with order placement, order status inquiries, and returns or exchanges, ensuring smooth and efficient processes.
Product Knowledge: Maintain a strong understanding of the company's products or services to offer customers clear and accurate information.
Data Entry & Documentation: Accurately input customer information, maintain records of interactions, and track customer feedback in the company’s CRM system.
Follow-up: Provide follow-up to ensure customer satisfaction after issues are resolved, and ensure that customers’ concerns are fully addressed.
Collaboration: Work closely with other departments, such as sales or technical support, to resolve issues that require specialized knowledge or action.
Maintain Professionalism: Exhibit excellent communication skills, patience, and empathy when interacting with customers to create positive experiences.
Customer Retention: Offer solutions aimed at resolving recurring issues and maintain customer loyalty.

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