Responsibilities:

• Answer questions: Explain products, services, pricing, policies, shipping, returns, etc. in a clear, friendly way
• Solve problems: Troubleshoot issues, handle complaints, fix billing errors, or escalate tricky cases to a manager/specialist
• Process requests: Take orders, schedule appointments, process refunds, update account info, track deliveries
• Listen + empathize: Understand what the customer is actually frustrated about and make them feel heard
• Document everything: Log conversations, issues, and solutions in the CRM so the next rep has context
• Follow up: Check that issues got resolved and customers are satisfied
• Promote products: Suggest relevant products/services that actually help the customer, not just upsell
• In short: their job is to make sure the customer feels supported, informed, and valued from first contact to resolution.

Requirements:

• Minimum qualification of a Diploma
• 1 year of previous experience in a similar role