- High school diploma or equivalent required; Associate's or Bachelor's degree preferred.
- Previous experience in customer service or call center environment is advantageous.
- Excellent communication skills, both verbal and written.
- Strong interpersonal skills and the ability to build rapport with customers.
- Proficiency in using computer systems and customer service software.
- Ability to work effectively in a fast-paced environment and handle multiple tasks simultaneously.
- Flexibility to work rotating shifts, including evenings, weekends, and holidays
Responsibilities:
- Handle inbound and outbound customer inquiries and requests via phone, email, and chat.
- Provide accurate and timely information to customers regarding products, services, and policies.
- Assist customers with account management, order processing, and issue resolution.
- Document all customer interactions, inquiries, and resolutions accurately and thoroughly in the CRM system.
- Escalate complex or unresolved issues to the appropriate department or supervisor for further assistance.
- Follow company policies and procedures regarding customer service, data privacy, and compliance.
- Meet or exceed performance goals for call quality, response time, and customer satisfaction.
- Stay updated on product updates, promotions, and company policies through training and self-study.
- Collaborate with other team members and departments to ensure seamless customer service delivery.
- Provide feedback and suggestions for process improvements and optimization.