Customer Service Representative

Overview

Key Responsibilities

• Assisting customers with product inquiries and purchases
• Resolving customer complaints or concerns efficiently and professionally
• Providing accurate information about products and services
• Processing orders returns and exchanges
• Handling customer inquiries via phone email or chat
• Identifying and escalating priority issues to the appropriate channels
• Maintaining a high level of product knowledge to effectively address customer needs
• Following up with customers to ensure their issues are resolved
• Contributing to a positive team environment
• Utilizing CRM systems to record and track customer interactions
• Meeting or exceeding customer service metrics and KPIs
• Adhering to company policies and procedures
• Assisting in developing and optimizing customer service processes
• Participating in ongoing training and professional development
• Collaborating with crossfunctional teams to improve overall customer experience

Required Qualifications

• High school diploma or equivalent; associates or bachelors degree is a plus
• Prior customer service experience in a similar role
• Proven track record of providing exceptional customer service
• Excellent communication skills both verbal and written
• Strong problemsolving abilities and attention to detail
• Ability to remain professional and courteous under pressure
• Empathetic and patient demeanor when dealing with customers
• Proficiency in using customer service software CRM and other related tools
• Ability to multitask and prioritize in a fastpaced environment
• Solid understanding of company products and services
• Flexibility to work varying shifts including evenings weekends and holidays
• Capability to adapt to new technologies and processes quickly
• Team player with a strong work ethic and positive attitude
• Commitment to continuous improvement and delivering toptier service
• Knowledge of industryspecific regulations and compliance standards

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