Customer Service Representative

Responsibilities:

• Customer Interaction: Interact with customers via phone, email, chat, or in person to address inquiries, provide information, and resolve issues or concerns.

• Product Knowledge: Develop a deep understanding of the company's products or services to effectively assist customers and answer their questions.

• Problem Resolution: Identify and resolve customer problems, complaints, or requests in a timely and efficient manner, ensuring customer satisfaction.

• Communication Skills: Exhibit excellent communication skills by listening to customers, asking probing questions, and providing clear and concise information.

• Documentation: Maintain accurate and detailed records of customer interactions, including inquiries, complaints, and resolutions.

• Information Resource: Serve as a knowledgeable resource for customers, providing information on product features, pricing, availability, promotions, and company policies.

• Conflict Resolution: Skillfully handle customer disputes or conflicts, aiming for amicable solutions and de-escalating tense situations.

• Up-selling and Cross-selling: Promote and sell additional products or services to customers when appropriate.

• Feedback Gathering: Collect customer feedback and insights to help improve products, services, and customer support processes.
• Metrics Tracking: Monitor and meet performance metrics and goals related to response times, customer satisfaction, and issue resolution.
• Continuous Learning: Stay informed about changes in products, services, and industry trends to provide accurate and up-to-date information to customers.

Requirements:

• Minimum academic qualification of a Bachelor's degree in any related discipline 
• Minimum of 2 years of proven work experience
• Team Collaboration: Collaborate with colleagues and other departments to address customer needs, share insights, and resolve complex issues.
• Policy Adherence: Follow established company guidelines, protocols, and policies while assisting customers, and ensuring data privacy and security.

• Adaptability: Be adaptable and able to handle a variety of customer inquiries and scenarios effectively.
  

• Shift Flexibility: Depending on the company's operational hours, CSRs may need to work flexible shifts, including evenings, weekends, or holidays.