Customer Service Representative (CSR)

Customer Service Representative (CSR)

The role of a Customer Service Representative is crucial to our organization as they serve as the first point of contact for our customers. They play a vital role in ensuring customer satisfaction and retention by addressing inquiries, resolving issues, and providing exceptional service.

Key responsibilities:

• Manage incoming calls and customer service inquiries
• Identify and assess customers' needs to achieve satisfaction
• Build sustainable relationships and trust with customers through open and interactive communication
• Provide accurate, valid, and complete information by using the right methods/tools
• Handle complaints, provide appropriate solutions, and alternatives within time limits; follow up to ensure resolution
• Keep records of customer interactions, transactions, comments, and complaints
• Take the extra mile to engage customers
• Resolve customer complaints via phone, email, mail, or social media
• Use telephones to reach out to customers and verify account information
• Greet customers warmly and ascertain problem or reason for calling
• Work with customer service manager to ensure proper customer service is being delivered
• Compile reports on overall customer satisfaction
• Identify and communicate customer and business insights to other departments in the organization
• Stay informed about company's products and services
• Upsell products and services when appropriate

Required qualifications:

• Proven customer support experience or experience as a client service representative
• Strong phone contact handling skills and active listening
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively
• High school diploma or equivalent; college degree preferred
• Customer service focused attitude with a high level of attention to detail
• Familiarity with CRM systems and practices
• Customer service representatives are expected to be self-motivated and detail-oriented
• Ability to work in a fast-paced environment
• Proficient in Microsoft Office suite and relevant software applications
• Problem-solving and negotiation skills
• Aptitude for working with computers
• Patience and empathy
• Experience working with customer support software is a plus