customer service

Overview

Key Responsibilities

• Responding to customer inquiries via phone email and chat
• Resolving customer complaints and issues in a timely and empathetic manner
• Providing product information and guiding customers in making purchasing decisions
• Processing orders returns and exchanges
• Assisting customers with account management and billing inquiries
• Collaborating with other departments to escalate and resolve complex issues
• Recording and maintaining accurate customer records and interaction details
• Following up with customers to ensure their issues are resolved satisfactorily
• Identifying and implementing process improvements to enhance the customer experience
• Contributing to a positive team environment and supporting colleagues as needed
• Adhering to company policies and procedures at all times
• Meeting or exceeding performance and quality metrics
• Upselling or crossselling products and services when opportunities arise
• Participating in ongoing training and skill development
• Adapting to changes in customer inquiries products or systems

Required Qualifications

• High school diploma or equivalent; some college education preferred
• Prior experience in a customer service or related role
• Excellent verbal and written communication skills
• Strong problemsolving abilities and the ability to think on your feet
• Empathetic and patient demeanor when dealing with customers
• Ability to effectively multitask and manage time in a fastpaced environment
• Proven conflict resolution and negotiation skills
• Team player with a collaborative and positive attitude
• Flexibility and adaptability to handle varying customer needs and inquiries
• Proficiency in using customer service software databases and tools
• Understanding of customer satisfaction metrics and KPIs
• Ability to maintain a high level of professionalism and confidentiality
• Knowledge of products services and industry trends
• Willingness to work flexible hours and shifts including weekends and holidays
• Possessing a calm demeanor under pressure and in challenging situations

communication,empathy,time management,conflict resolution,teamwork,adaptability