Customer Service Representative

Job Summary

Key Responsibilities

• Respond to inquiries through phone, email, live chat, social media, and other channels.
• Provide information about products, services, policies, pricing, orders, and procedures.
• Resolve complaints and process orders, returns, refunds, exchanges, cancellations, and account updates.
• Maintain CRM records, follow up on unresolved matters, and escalate complex or sensitive issues.
• Collaborate with internal departments and educate customers about relevant products, services, promotions, and solutions.
• Meet response-time, satisfaction, quality, and productivity targets while protecting confidential information.
• Identify recurring customer concerns and communicate feedback to management for process improvement.

Required Qualifications

• High school diploma or equivalent; an associate or bachelor's degree is an advantage.
• Previous experience in customer service, call center operations, retail, hospitality, sales, or a related customer-facing role is preferred.
• Excellent communication, interpersonal, active-listening, problem-solving, decision-making, organizational, and time-management skills.
• Ability to remain calm and professional with difficult customers, multitask with high inquiry volumes, and maintain accuracy.
• Basic computer proficiency, including email, internet applications, Microsoft Office, or Google Workspace.
• CRM, ticketing, help-desk, or call-center software experience is an advantage.
• Ability to work independently and contribute effectively as part of a team.

Preferred Skills and Competencies

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

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 telephone, email, or online messaging communication.
• Scheduled shifts may include evenings, weekends, or public holidays depending on business needs.

What We Offer

• Competitive salary and benefits package, onboarding and training, professional development, career advancement, and a supportive collaborative environment.
• Employee recognition and performance programs are offered, with opportunities to develop communication, problem-solving, and leadership skills.