Customer Service Representative

JOB DESCRIPTION: A Customer Service Representative (CSR) serves as the primary point of contact between an organization and its customers. This role is responsible for handling incoming inquiries, resolving customer complaints, providing product or service information, and processing orders or requests across various communication channels (phone, email, chat, and social media). The CSR ensures high levels of customer satisfaction by delivering efficient, empathetic, and professional support while adhering to company policies and service standards. JOB REQUIREMENTS/QUALIFICATIONS: ● Bachelor's/College Degree in any field ● At least 1-2 years of call center experience in customer service and/or sales is preferred; however, full training may be provided to qualified candidates. ● Exceptional verbal and written communication skills with a professional, empathetic, and customer-focused approach. ● Basic proficiency in computer applications, typing, and navigation of CRM/ticketing platforms such as Zendesk (ZD), Salesforce, or similar systems. ● Strong oral and written English communication skills ● Ability to work independently and accomplish objectives with minimal supervision ● Positive attitude, patience, willingness to learn, and initiative ● Good judgment, customer-focused mindset, and goal-oriented approach ● Proficiency in Microsoft Office applications (Excel, Word, PowerPoint, etc.) ● Willing to work night shifts and holidays JOB RESPONSIBILITIES: ● Handle high volumes of inbound calls, emails, and live chats professionally and efficiently. ● Identify customer needs, respond to inquiries regarding products and services, and process orders, returns, and account updates. ● Provide excellent customer service while maintaining quality and productivity standards. EMPLOYMENT TYPE: Project-Based Employment (until December 2026). While the position is initially project-based, there is a possibility for long-term employment depending on business requirements, project continuity, and employee performance. Customer Support & Inquiry Resolution: Respond promptly to customer inquiries via phone, email, live chat, or ticketing systems, offering accurate solutions and assistance. Issue Troubleshooting & Escalation: Identify, research, and resolve customer complaints or technical problems; escalate complex or unresolved issues to higher-tier support or management when necessary. Account & Order Management: Process customer orders, account updates, returns, exchanges, and billing adjustments accurately within the customer database. Product & Service Expertise: Maintain up-to-date knowledge of company products, services, promotions, and policies to provide clear guidance and recommendations to clients. Documentation & CRM Maintenance: Log details of customer interactions, inquiries, feedback, and action steps taken into the CRM software to maintain reliable account histories. Retention & Satisfaction: Build trust and rapport with clients through active listening and professional communication, actively working to retain customers and enhance overall satisfaction metrics.