Customer Service Representative- Remote

at  Master Care Janitorial Service Inc

The Customer Service Representative (CSR) is responsible for managing customer inquiries and complaints through various channels such as phone, email, and chat. The CSR ensures customer satisfaction by providing timely and accurate information and resolving issues effectively. This role requires strong communication skills, patience, and the ability to handle challenging situations professionally.
Key Responsibilities:
Customer Interaction:
Handle inbound and outbound customer calls, emails, and chats.
Address customer inquiries regarding products, services, and policies.
Resolve customer complaints by determining the cause of the issue, selecting the best solution, and following up to ensure resolution.
Technical Support:
Provide basic technical support and troubleshooting for customers.
Escalate complex technical issues to the appropriate internal teams.
Product Knowledge:
Maintain a deep understanding of the company’s products and services.
Stay updated on new products, features, and updates to provide accurate information to customers.
Documentation and Reporting:
Document all customer interactions and transactions in the company’s CRM system.
Prepare and submit regular reports on customer service activities and trends to the Customer Service Manager.
Team Collaboration:
Work closely with other customer service team members to ensure a cohesive and efficient service.
Collaborate with other departments to resolve customer issues and improve service quality.
Continuous Improvement:
Identify and suggest opportunities for process improvements in customer service.
Participate in training sessions to enhance product knowledge and customer service skills.
Requirements:
Education: High school diploma or equivalent; additional qualifications in customer service or related fields are a plus.
Experience: Previous experience in customer service or a related role is preferred.
Skills:
Excellent verbal and written communication skills.
Strong problem-solving and analytical abilities.
Ability to multitask, prioritize, and manage time effectively.
Proficiency in using CRM software and other customer service tools.
Technical Knowledge: Basic understanding of the company’s products and services.
Personal Attributes: Patient, empathetic, and able to remain calm under pressure.
Work Environment:
This role requires prolonged periods of sitting and using a telephone or computer.
The position may involve working in shifts, including evenings, weekends, and holidays, based on the company’s customer service hours.
Performance Metrics:
Customer satisfaction scores.
First-call resolution rate.
Average handling time.
Number of interactions handled per shift.
Adherence to company policies and procedures

Please refer the Job description for details