- High school diploma or equivalent required; associates or bachelors degree preferred.
- Previous customer service experience is beneficial but not always required.
- Excellent communication skills, both verbal and written.
- Strong problem-solving abilities and a customer-focused mindset.
- Proficiency in using computers and familiarity with CRM software is a plus.
- Ability to remain calm and professional under pressure.
Roles Responsibilities:
1. Respond to Customer Inquiries: Provide prompt and courteous responses to customer inquiries via phone, email, or chat.
2. Resolve Customer Issues: Address customer concerns, complaints, or technical problems effectively and efficiently.
3. Provide Product Support: Assist customers with product-related questions, troubleshooting, and usage guidance.
4. Process Orders and Returns: Handle order placement, modifications, cancellations, and returns as per company policies.
5. Maintain Customer Records: Accurately document customer interactions, including inquiries, complaints, and resolutions, in the CRM system.
6. Educate Customers: Inform customers about product features, promotions, and policies to enhance their overall experience.
7. Upsell and Cross-Sell: Identify opportunities to promote additional products or services that align with customers needs and interests.
8. Collaborate with Team: Work collaboratively with colleagues and other departments to address complex customer issues or escalate unresolved problems.
9. Meet Performance Targets: Meet or exceed performance metrics such as response time, resolution rate, and customer satisfaction scores.
10. Stay Updated: Stay informed about company products, services, and policies to provide accurate and up-to-date information to customers.
11. Handle Irate Customers: Remain calm and empathetic when dealing with irate or upset customers, striving to find satisfactory solutions to their issues.
12. Continuous Improvement: Provide feedback on customer issues and suggest improvements to processes, products, or services to enhance overall customer satisfaction.
