We are seeking a motivated and detail-oriented Customer Service Representative to join our team. The ideal candidate will have a passion for helping others, excellent communication skills, and the ability to solve problems efficiently. This role involves interacting with customers to provide information in response to inquiries, concerns, and requests about products and services.
Primary Duties and Responsibilities
1. Ensure to provide excellent customer service through phone, e-mail, online reviews, chat, etc. in a timely and accurate manner.
2. Provide accurate information about products and services.
3. Analyze customer complaints and provide appropriate corrective actions.
4. Analyze and Troubleshoot customer issues to provide an appropriate solution.
5. Track, follow-up and resolve customer’s outstanding issues in a courteous and timely fashion.
6. Develop customer service programs to provide outstanding service.
7. Prepare documentation and reports on routine customer correspondence for future reference purposes.
8. Assist in training peers on improving customer support service.
9. Develop and maintain in-depth product knowledge.
10. Communicate customer feedback to technical and marketing teams to develop processes for better serving customers.
11. Conduct customer surveys about the company’s service/product to obtain feedback.
12. Maintain weekly reports on customer inquiries, responses and feedback to develop customer service analytics and trends.
13. Assisting with other types of sales associate requests as needed
Education and Experience Profile
Bachelor's degree or diploma in Business or equivalent
2+ years’ experience providing customer service and technical support
Mandatory Skills – a must have to be eligible for this role
1. Attention to details is a MUST
3. Enthusiasm should be contagious
4. Excellent Communication Skills - Communicate clearly to ensure the customer understands what is being said
5. Excellent organizational skills – ability to categorize customer inquiries, requests, complaints and issues effectively
6. Analytical skills – ability to identify issue and find resolution where required.
7. Diplomacy: Remaining calm and civil during tense customer interactions
8. Time Management: Ability to multi-task, prioritize and manage time effectively
9. Deadline Driven: Following through on inquiries and projects to ensure completion and meet SLAs
10. Aptitude to learn and adapt: Staying up to date on new products and services to be able to provide accurate, thorough information to clients
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