Senior Customer Service Representative

Responsibilities:

• Assist management in the day-to-day management of staff
• handling customer inquiries and issues to ensure efficient performance and overall effectiveness of the customer service team.
• Provide feedback and present ideas to improve or implement processes and tools that impact the customer service area.
• Lead or participate in improving processes, policies, team performance, and customer satisfaction that require coordination between customer service teams.
• Provide guidance to customer service representatives and provide expertise for day-to-day administrative work.
• Maintaining a positive, empathetic, and professional attitude toward customers at all times.

• Respondpromptly to customer inquiries.
• Communicating with customers through various channels.
• Acknowledging and resolving customer complaints.
• Knowing our products inside and out so that you can answer questions.
• Processing orders, forms, applications, and requests.
• Keeping records of customer interactions, transactions, comments, and complaints.
• Communicating and coordinating with colleagues as necessary.
• Providing feedback on the efficiency of the customer service process.
• Managing a team of junior customer service representatives.
• Ensure customer satisfaction and provide professional customer support.