Customer Service Representative

Job Summary

Key Responsibilities

• Respond to inquiries through phone, email, live chat, social media, and other communication channels.
• Provide information about products, services, policies, pricing, orders, and procedures.
• Resolve questions, concerns, and complaints through appropriate solutions and timely follow-up.
• Process orders, returns, refunds, exchanges, cancellations, and account updates.
• Maintain accurate interaction and resolution records in the CRM system.
• Escalate complex issues and collaborate with sales, operations, billing, and technical support.
• Educate customers about products, services, promotions, and available solutions.
• Meet response-time, satisfaction, quality, and productivity standards.
• Protect confidential customer and company information according to privacy and security procedures.
• Identify recurring concerns and share feedback to improve products, services, and processes.
• Stay informed about company systems, products, services, policies, and procedures.
• Perform additional customer service and administrative duties as assigned.

Required Qualifications

• High school diploma or equivalent is required.
• An associate or bachelor's degree is an advantage.
• Previous customer-facing experience is preferred.
• Excellent verbal and written communication, interpersonal, and active-listening skills are required.
• Strong problem-solving, decision-making, organizational, and time-management abilities are required.
• Ability to remain calm and professional with difficult or dissatisfied customers is required.
• Ability to multitask and manage a high volume of inquiries is required.
• Basic computer proficiency, including email, internet applications, Microsoft Office, or Google Workspace, is required.
• CRM, ticketing, help-desk, or call-center software experience is an advantage.
• Ability to work independently and contribute effectively as part of a team is required.

Preferred Skills and Competencies

• Customer focus, clear communication, problem solving, empathy, patience, adaptability, teamwork, attention to detail, and conflict resolution are emphasized.

Schedule

• Scheduled shifts may include evenings, weekends, or public holidays depending on business needs.

Work Environment

• The position may be performed in an office, call center, remote, or hybrid environment depending on company requirements.
• The role may involve extended computer use and frequent communication by telephone, email, or online messaging.

What We Offer

• Competitive salary and benefits package, onboarding and training, professional development, career advancement, and a collaborative work environment.
• Employee recognition and performance programs are offered.