Customer Service

About the Role

The Customer Service role is pivotal in ensuring a positive and seamless experience for our clients by addressing their inquiries, resolving issues, and providing accurate information about products and services. This position requires a dedicated professional who can effectively communicate with customers through various channels, including phone, email, and live chat, to maintain high satisfaction levels.

The successful candidate will act as a liaison between the company and its customers, fostering trust and loyalty by delivering timely and empathetic support. Additionally, this role involves collaborating with internal teams to escalate and resolve complex concerns, contributing to continuous improvement in service delivery.

Ultimately, the goal is to enhance customer retention and promote a customer-centric culture within the organization.

Minimum Qualifications

High school diploma or equivalent. Proven experience in a customer service role or related field. Strong verbal and written communication skills. Basic computer proficiency, including familiarity with CRM software and Microsoft Office. Ability to handle multiple tasks and work in a fast-paced environment.

Preferred Qualifications

Experience with customer service software such as SAP Business 1 platform. Conflict resolution and problem-solving training or certification. Previous experience in a call center or remote customer service environment.

Responsibilities

Respond promptly and professionally to customer inquiries via phone, email, and chat. Identify and resolve customer issues by providing accurate information and appropriate solutions. Document customer interactions and maintain detailed records in the customer relationship management (CRM) system. Collaborate with other departments to escalate and resolve complex problems efficiently.

Follow up with customers to ensure their issues are fully resolved and satisfaction is achieved. Provide feedback to management regarding recurring customer concerns and potential service improvements. Maintain up-to-date knowledge of company products, services, policies, and procedures. Skills: The required communication skills are essential for clearly understanding customer needs and conveying solutions effectively, ensuring a positive interaction every time.

Proficiency with CRM and other customer service software enables efficient tracking and management of customer cases, which helps maintain organized records and follow-ups. Multitasking and time management skills are critical to handle multiple customer requests simultaneously without compromising service quality. Together, these skills empower the customer service representative to deliver exceptional support that drives customer satisfaction and loyalty.

Monday

• Thursday 12pm to 4pm Friday - 11am to 3pm 20 Hours per week In house position