Job Description

• Customer Inquiries and Support:
• Handle inbound customer calls, emails, and live chats regarding product inquiries, service issues, and general information.
• Provide accurate, valid, and timely information to customers by studying product information, policies, and service offerings.
• Assist customers with troubleshooting and problem resolution in a clear and concise manner.
• Issue Resolution:
• Identify and address customer concerns and complaints effectively, ensuring the resolution is achieved in a timely and satisfactory manner.
• Work closely with other departments (e.g., sales, technical support) to address complex or escalated issues.
• Follow up with customers to ensure that their issues have been fully resolved.
• Product and Service Knowledge:
• Develop and maintain thorough knowledge of the company’s products, services, and systems to provide accurate support.
• Educate customers about product features, usage, and maintenance to ensure they have the best experience possible.
• Customer Satisfaction:
• Strive to meet or exceed customer satisfaction goals and service standards.
• Gather and document customer feedback to improve products, services, and processes.
• Keep detailed records of customer interactions, issues, and resolutions using customer service management systems.
• Order Processing and Documentation:
• Assist customers with placing orders, processing returns, exchanges, and issuing refunds as per company policies.
• Maintain accurate and up-to-date records of customer interactions and transactions.
• Team Collaboration:
• Collaborate with fellow team members to meet departmental targets and resolve customer issues effectively.
• Share insights and suggestions to improve team performance and customer experience.
• Administrative Duties:
• Maintain customer service logs and reports to track call volumes, customer interactions, and service performance metrics.
• Ensure timely and accurate documentation of all customer interactions.

Job Requirements

• Education: High school diploma or equivalent (Bachelor’s degree preferred).
• Experience: 1-2 years of experience in customer service or a related field (preferred but not required).

Skills