CUSTOMER SERVICE REPRESENTATIVE

Job Summary:

Responsible for assisting customers with inquiries, concerns, requests, and complaints while providing excellent customer service and ensuring customer satisfaction.

Key Responsibilities:

• Handle customer inquiries through phone, email, chat, or other communication channels.
• Provide accurate information about products, services, orders, billing, and account concerns.
• Resolve customer complaints and issues in a professional and timely manner.
• Process customer requests, orders, refunds, exchanges, or account updates as needed.
• Document customer interactions and update account information in the system.
• Follow company policies, procedures, and service standards.
• Coordinate with other departments to resolve complex customer concerns.
• Maintain a positive, professional, and customer-focused attitude.
• Meet assigned performance metrics such as AHT, CSAT, quality score, attendance, and resolution rate.
• Escalate unresolved or sensitive issues to the appropriate team or supervisor.