Customer Service Representative

Job Overview

The Customer Service Agent is the first point of contact for customers, responsible for managing inquiries, troubleshooting problems, and providing solutions through multiple support channels. The position is centered on ensuring customer satisfaction, resolving complaints in a timely manner, and creating a strong, positive experience with the brand.

Key Responsibilities

• Customer Interaction: Respond to inbound calls, emails, and live chats professionally and promptly.
• Issue Resolution: Review customer complaints, billing issues, order concerns, or product questions by diagnosing, troubleshooting, and resolving as appropriate.
• Order & Account Management: Support end-to-end order processing, monitor and track deliveries, manage returns or exchanges, and maintain accurate account records.
• Record Keeping: Enter comprehensive notes for customer interactions, including complaints, actions taken, and current status updates within the CRM system.
• Escalations: Recognize complex or recurring technical and functional issues and escalate them to supervisors or the appropriate internal teams.
• Product Knowledge: Keep current and operational knowledge of company products, service offerings, policies, and active promotions.
• KPI Adherence: Achieve required service performance targets, including First Contact Resolution (FCR), Average Handling Time (AHT), Customer Satisfaction (CSAT), and response time goals.