Customer Service Representative

Responsibilities:

Customer Support:

• Respond to customer inquiries via phone, email, and live chat in a timely and professional manner.
• Resolve customer complaints and issues with patience, empathy, and understanding.
• Provide product/service information and troubleshooting guidance to customers.
• Maintain detailed records of customer interactions and issues.

Telesales:

• Conduct outbound calls to potential and existing customers, promoting products/services to generate sales leads.
• Identify customer needs and offer suitable product solutions to meet their requirements.
• Follow up with customers to ensure satisfaction and identify potential opportunities for upselling or cross-selling.

Customer Relationship Management:

• Build and maintain strong relationships with customers to enhance customer loyalty and satisfaction.
• Proactively identify opportunities for improving the customer experience and contribute to continuous improvement initiatives.

Administrative and Reporting Duties:

• Maintain accurate records of customer interactions, transactions, and feedback.
• Generate and analyze reports on customer interactions, sales performance, and customer satisfaction to track progress and performance.
• Collaborate with other departments (sales, operations, etc.) to ensure customer issues are resolved efficiently.

Product Knowledge:

• Stay informed about product updates, promotions, and company policies to provide accurate information to customers.
• Continuously improve knowledge of industry trends and customer service best practices.

Requirements:

• Minimum of 2-3 years of experience in customer service, with a focus on phone and email communication and telesales.
• Excellent verbal and written communication skills.
• Strong interpersonal skills with the ability to build rapport with customers.
• Ability to handle challenging customer situations with tact and professionalism.
• Sales-oriented with the ability to effectively promote products and close sales.
• Strong problem-solving skills and the ability to think on your feet.
• Proficient in using email platforms, and customer service tools.
• Ability to manage multiple customer interactions simultaneously.
• Bachelor’s degree required.