Position Overview

The Customer Service Representative (CSR) serves as the primary point of contact for customers, providing excellent service through phone, email, and live chat. The CSR is responsible for resolving inquiries, processing orders, and ensuring customer satisfaction by maintaining a friendly, professional, and solution-oriented approach.

Key Responsibilities

• Respond promptly to customer inquiries via phone, email, or chat.

• Provide accurate information about products, services, pricing, and policies.

• Resolve customer complaints and issues efficiently and professionally.

• Process orders, returns, and exchanges accurately in the company system.

• Maintain detailed and organized records of customer interactions.

• Escalate complex or unresolved issues to supervisors or specialized departments.

• Follow up with customers to ensure their issues are fully resolved.

• Meet or exceed performance targets for response time, customer satisfaction, and resolution rate.

• Continuously update knowledge of company products, services, and procedures.

Required Skills and Qualifications

• Excellent verbal and written communication skills.

• Strong problem-solving and active-listening abilities.

• Customer-first attitude with patience and professionalism.

• Proficiency with computers, CRM systems, and office software (e.g., Microsoft Office or Google Workspace).

• Ability to multitask, prioritize, and manage time effectively.

• High school diploma or equivalent (Associate or Bachelor’s degree preferred).

Preferred Qualifications

• Previous experience in customer service, sales support, or call center operations.

• Familiarity with customer service software such as Zendesk, Freshdesk, or Salesforce.

• Bilingual or multilingual skills are a plus.

Work Environment

• Remote or on-site position depending on company policy.

• May require flexible shifts, including evenings or weekends.

• Team-oriented, supportive, and fast-paced work environment.

Compensation

• Competitive hourly or monthly pay based on experience.

• Performance-based bonuses and career advancement opportunities.