Customer Service Representative

The Customer Service Representative serves as the first point of contact for customers, providing assistance, resolving issues, and ensuring a positive customer experience. This role involves handling inquiries through phone, email, chat, or in person, and requires strong communication, problem-solving, and interpersonal skills.

Key Responsibilities
1. Respond promptly to customer inquiries via phone, email, live chat, or social media.

2. Provide accurate information regarding products, services, policies, and procedures.

3. Resolve complaints, process returns/exchanges, and escalate complex issues when necessary.

4. Maintain customer records by updating account information in the company system.

5. Follow communication scripts, guidelines, and policies to ensure consistency.

6. Handle billing inquiries, process payments, and track orders as required.
Work with other departments (Sales, Logistics, Technical Support) to ensure customer satisfaction.

7. Collect and record customer feedback for continuous improvement.

8. Meet performance targets such as response time, resolution rate, and customer satisfaction scores.

Required Skills & Qualifications
1. High school diploma or equivalent (Bachelors degree is a plus).

2. Excellent verbal and written communication skills.

3. Strong problem-solving and conflict-resolution abilities.

4. Patience, empathy, and a positive attitude.

5. Ability to multitask, prioritize, and manage time effectively.

Preferred Attributes
1. Team player with a customer-first mindset.

2. Adaptability to fast-paced environments.

3. Willingness to learn about company products/services.

4. Ability to remain calm under pressure.