Customer service rep

Customer service rep
Overview
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 companys 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