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Customer Service

3 months ago

Boston, Massachusetts, United States PHOENIX BUSINESS CONSULTANT INC Full time

Position Overview:

The Customer Service Representative is responsible for managing customer inquiries, resolving issues, and ensuring a high level of customer satisfaction. This role involves providing support via phone, email, and chat, processing orders, and maintaining accurate records of customer interactions. The ideal candidate should have excellent communication skills, a positive attitude, and a passion for helping customers.

Key Responsibilities:

Customer Support:

Respond to customer inquiries via phone, email, and chat in a timely and professional manner.

Provide accurate information about products and services.

Assist customers with troubleshooting and resolving issues.

Order Processing:

Process orders, returns, and exchanges accurately and efficiently.

Coordinate with other departments to ensure timely delivery and resolution of customer requests.

Complaint Resolution:

Handle and resolve customer complaints with patience and empathy.

Escalate complex issues to the appropriate department or supervisor when necessary.

Documentation:

Maintain detailed records of customer interactions and transactions in the CRM system.

Prepare and submit reports on customer feedback and service issues.

Team Collaboration:

Work closely with team members to improve customer service processes and performance.

Participate in training sessions and team meetings to stay updated on product knowledge and company policies.

Qualifications:

High school diploma or equivalent; associate or bachelor's degree preferred.

Proven experience in a customer service role.

Excellent verbal and written communication skills.

Strong problem-solving abilities and a proactive attitude.

Proficiency in Microsoft Office Suite and CRM software.

Ability to work independently and as part of a team.

Skills and Competencies:

Empathy: Ability to understand and relate to customers' needs and concerns.

Patience: Handle difficult situations with a calm and patient demeanor.

Attention to Detail: Ensure accuracy in handling customer information and transactions.

Time Management: Effectively manage time and prioritize tasks to meet customer needs.

Adaptability: Quickly adapt to changing customer demands and company procedures.