We are looking to hire a Customer Service Representative (CSR) that will be responsible for delivering exceptional customer service and support. This role involves handling inquiries, resolving complaints, and providing information about products and services. The CSR will interact with customers through various communication channels, ensuring a positive and seamless experience.
Key Responsibilities:
Customer Interaction:
Respond promptly to customer inquiries via phone, email, live chat, or social media.
Provide accurate information about products, services, and policies.
Assist customers with placing orders, processing returns, and tracking shipments.
Issue Resolution:
Address and resolve customer complaints and issues efficiently.
Troubleshoot product or service problems by clarifying the customer’s complaint, determining the cause, and selecting the best solution.
Escalate complex issues to the appropriate department or manager when necessary.
Documentation and Reporting:
Maintain detailed records of customer interactions, transactions, comments, and complaints.
Document actions taken, interactions, and follow-ups in the CRM system.
Provide feedback on the efficiency of the customer service process and suggest improvements.
Sales Support:
Recommend and upsell products and services to meet customer needs.
Inform customers of promotions, deals, and new products.
Process payments, refunds, and adjustments.
Team Collaboration:
Work collaboratively with team members to achieve individual and team targets.
Participate in training and development programs to enhance customer service skills.
Share customer feedback with relevant departments to improve services and products.
Requirements:
Education:
High school diploma or equivalent required.
Experience:
Previous customer service experience preferred.
Skills:
Good verbal and written communication skills.
Strong problem-solving and decision-making abilities.
Ability to handle stressful situations with patience and professionalism.
Proficiency in using computer systems.
Strong organizational and multitasking abilities.
Attributes:
Customer-focused mindset.
Empathy and active listening skills.
Positive attitude and a team player.
Adaptability and willingness to learn new systems and processes.
