Department: Customer Support
Reports To: Customer Service Manager
Employment Type: Full-time
Job Summary
The Customer Service Representative (CSR) is responsible for delivering a high-quality customer experience by handling customer inquiries, resolving issues efficiently, and ensuring customer satisfaction across all communication channels. The role requires strong communication skills, professionalism, and a customer-focused mindset.
Key Responsibilities
- Respond to customer inquiries via phone, email, chat, and other communication channels in a timely and professional manner.
- Resolve customer complaints and issues by identifying root causes and providing appropriate solutions.
- Accurately document all customer interactions in the CRM or ticketing system.
- Follow company policies, procedures, and service-level agreements (SLAs).
- Escalate complex or unresolved issues to the appropriate internal teams when required.
- Educate customers about products, services, processes, and company policies.
- Maintain a positive, empathetic, and professional attitude at all times.
- Collaborate with internal departments to ensure smooth and effective issue resolution.
Required Qualifications
- High school diploma or equivalent; bachelor’s degree is a plus.
- Previous experience in customer service, call center, or support roles is preferred.
- Strong verbal and written communication skills.
- Ability to work under pressure and handle high volumes of customer interactions.
- Basic computer skills and experience with CRM or ticketing systems.
- Strong problem-solving and organizational skills.
Why Join Us
- We offer a supportive and professional work environment with opportunities for growth, training, and career development.
- Employees benefit from competitive compensation and the opportunity to directly contribute to improving customer experience.