About the job

Role Description

• We are looking for a Customer Service Representative / Customer Service Manager to support customer enquiries, service operations, relationship management, and overall customer satisfaction. The role involves handling customer interactions professionally, resolving issues efficiently, and ensuring a consistent and positive customer experience across different communication channels.Customer Service responsibilities include responding to customer enquiries, providing accurate information about products and services, processing requests, handling complaints, and following up on customer issues. The role also involves maintaining accurate customer records, coordinating with internal departments, and ensuring customer requests are resolved within appropriate service standards.For management responsibilities, the role includes coordinating customer service operations, monitoring service performance, supporting team activities, and identifying opportunities to improve customer experience and operational efficiency. The role may also involve analyzing customer feedback, preparing service reports, developing service procedures, and implementing initiatives to improve response times, service quality, and customer retention.QualificationsBachelor’s degree or diploma in Business Administration, Customer Service, Communications, Marketing, or a related field.
• Strong understanding of customer service principles, customer relationship management, and service quality standards.
• Excellent verbal and written communication skills with a professional and customer-focused approach.
• Ability to understand customer needs, handle enquiries, resolve complaints, and provide appropriate solutions.
• Familiarity with CRM systems, helpdesk platforms, ticketing systems, and customer service tools.
• Strong problem-solving, active listening, and interpersonal skills.
• Ability to manage multiple customer requests, priorities, and service cases effectively.
• Strong attention to detail when maintaining customer information, records, and service documentation.
• Ability to analyze customer feedback, service metrics, and operational data to identify improvement opportunities.
• Good coordination and teamwork skills with the ability to work closely with sales, operations, technical, and other internal teams.
• For management responsibilities, strong organizational, leadership, and performance-monitoring capabilities.
• Ability to remain professional, patient, and solution-oriented when handling challenging customer situations.
• Proactive mindset with a strong focus on customer satisfaction, service quality, and continuous improvement.

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