JOB SUMMARY:

We are looking for a dedicated and empathetic Customer Service Representative to join our team. This role serves as the primary point of contact for our customers, ensuring they receive prompt, courteous, and effective support. The ideal candidate will handle inquiries, resolve complaints, provide product or service information, and contribute to overall customer satisfaction and retention.

QUALIFICATIONS:

Education & Experience
High school diploma or equivalent required; Associate’s or Bachelor’s degree preferred.
Previous experience in customer service, retail, call center, or related fields is a plus.
Skills & Abilities
Exceptional verbal and written communication skills.
Strong problem-solving abilities and conflict resolution skills.
Patience, empathy, and a customer-centric mindset.
Ability to manage multiple tasks and prioritize workload effectively.
Comfortable working with computers and learning new software systems.
Proficient in using customer relationship management (CRM) software, Microsoft Office, and communication platforms.
Ability to stay calm and professional under pressure.

Respond promptly to customer inquiries through various channels including phone, email, live chat, social media, and in-person.
Understand customer needs and provide accurate, relevant information about products or services.
Resolve customer complaints and issues professionally and efficiently, ensuring positive outcomes.
Process orders, returns, refunds, and exchanges in accordance with company policies.
Document all customer interactions, transactions, comments, and complaints accurately in the CRM system.
Follow up with customers to ensure their issues have been resolved satisfactorily.
Collaborate with internal teams such as Sales, Technical Support, and Logistics to address and resolve complex customer issues.
Maintain up-to-date knowledge of products, services, promotions, and company policies.
Identify and escalate priority issues to appropriate departments or management when necessary.
Suggest improvements to customer service processes and share feedback with management to enhance customer satisfaction.
Meet or exceed individual and team performance goals and service-level agreements.
Participate in ongoing training and professional development to enhance skills.