Responsibilities

Assist customers:

• Respond to customer inquiries, requests, and complaints via various communication channels, including phone, email, and live chat. Provide accurate and timely information while demonstrating empathy and professionalism.

Troubleshoot and resolve issues:

• Listen attentively to customer concerns, diagnose problems, and offer appropriate solutions or escalate complex issues to the relevant departments. Strive to achieve first-call resolution whenever possible.

Maintain customer records:

• Document all customer interactions, transactions, and inquiries accurately in the customer relationship management (CRM) system. Ensure data integrity and update customer profiles as needed.

Product knowledge:

• Develop a deep understanding of our products, services, and company policies to provide accurate information and guidance to customers. Stay updated on product updates, features, and promotions.

Provide support:

• Collaborate with cross-functional teams, such as Operations, technology, and commercials, to address customer needs effectively. Coordinate with relevant departments to resolve customer issues and ensure a seamless customer experience.

Continuous improvement:

• Contribute to ongoing process improvement efforts by identifying opportunities to enhance the customer experience, streamline workflows, and improve service delivery. Share customer feedback and insights with the team to drive positive changes.

Customer satisfaction:

• Strive to exceed customer expectations and ensure high levels of customer satisfaction. Take ownership of customer issues and follow through to ensure resolution.

Learn and grow:

• Actively participate in training sessions and team meetings to enhance your customer service skills, product knowledge, and understanding of company procedures. Seek feedback from supervisors and implement suggestions for improvement.

Qualifications

• Ability to manage multiple priorities and respond in a timely manner to request
• Previous customer service experience is a plus
• Ability to work in a fast-paced environment and collaborate effectively as a team member
• Ability to communicate at all levels with internal/external clients
• Proficiency in Microsoft Office (e.g. Word, Excel, and Power Point)