Customer Service Agent

Job Summary:

We seek a friendly, empathetic, and solution-focused Customer Service Representative to provide exceptional support to our customers via phone, email, chat, or social media. Your goal is to resolve issues, answer questions, and ensure customer satisfaction.

Key Responsibilities:

1. Respond to customer inquiries, resolving issues promptly and professionally.
2. Provide accurate product/service information, addressing customer concerns.
3. Utilize software and systems to manage customer interactions, track issues, and update records.
4. Escalate complex issues to supervisors or specialized teams.
5. Process customer orders, returns, exchanges, or cancellations.
6. Offer upselling/cross-selling opportunities to meet sales targets.
7. Maintain accurate records of customer interactions.
8. Stay up-to-date on product knowledge, promotions, and policies.
9. Collaborate with internal teams to resolve customer issues.
10. Meet or exceed performance metrics (e.g., first-call resolution, customer satisfaction).

Requirements:

1. High school diploma or equivalent required; associate's or bachelor's degree preferred.
2. 6months+ of customer service experience (call center experience a plus).
3. Excellent communication, listening, and problem-solving skills.
4. Ability to work in a fast-paced environment, handling multiple calls simultaneously.
5. Basic technical skills (e.g. Microsoft Office).
6. Flexibility to work varied shifts, including evenings, weekends, or holidays.

Skills and Competencies:

1. Active listening and empathy.
2. Effective communication and conflict resolution.
3. Problem-solving and adaptability.
4. Time management and organization.
5. Technical skills and proficiency.