Customer Service Representative Junior Level

2 weeks ago

Taguig, Philippines Metacom Solutions Inc Full time

A CSR (Customer Service Representative) serves as a company's primary point of contact, addressing customer inquiries, resolving issues, and providing information about products or services through various communication channels like phone, email, or chat. Their main goal is to ensure customer satisfaction, build brand loyalty, and maintain positive customer relationships by efficiently handling concerns, processing orders, and escalating complex problems to the appropriate departments.

Key Responsibilities
Customer Interaction:
Act as the first point of contact for customers, listening to their concerns, answering questions, and providing clear, accurate information.
Problem Resolution:
Resolve customer complaints, issues, and problems related to a company's products or services.
Order and Account Management:
Process orders, handle returns or exchanges, and update customer accounts and records.
Product Knowledge:
Maintain comprehensive and expert knowledge of the company's offerings to effectively assist customers.
Documentation:
Document customer interactions, requests, and resolutions for future reference and process improvement.
Escalation:
Escalate complex or unresolved issues to higher-level support or other departments when necessary.
Customer Satisfaction:
Focus on ensuring customers feel satisfied with their experience, which boosts customer loyalty and retention.
Channel Management:
Manage customer communications across multiple channels, including phone, live chat, email, and social media.

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