Customer Service Officer

3 weeks ago


Washington, United States Percepta House Full time
Job DescriptionJob Description

Job Title: Customer Service Officer

Location: Washington, DC


Position Overview: As a Customer Service Officer, you will be the primary point of contact for our customers, providing exceptional assistance and support. You will be responsible for resolving inquiries, addressing concerns, and ensuring a positive customer experience. The ideal candidate will have excellent communication skills, empathy, and a commitment to delivering top-notch service.

Key Responsibilities:

  1. Respond promptly to customer inquiries via phone, email, or chat in a professional and courteous manner.
  2. Provide accurate information about products, services, and policies to customers.
  3. Resolve customer complaints and issues efficiently and effectively, aiming for first-call resolution whenever possible.
  4. Maintain a high level of product knowledge to effectively address customer inquiries and concerns.
  5. Document all interactions with customers accurately and thoroughly in the CRM system.
  6. Identify opportunities to upsell or cross-sell products and services to customers.
  7. Assist in developing and improving customer service processes and procedures.
  8. Strive to meet and exceed customer satisfaction and service level goals.
  9. Stay updated on industry trends and best practices in customer service.

Qualifications:

  1. Excellent verbal and written communication skills.
  2. Strong interpersonal skills and the ability to build rapport with customers.
  3. Ability to remain calm and composed under pressure.
  4. Problem-solving skills with a focus on finding solutions.
  5. Proficiency in using CRM software and other relevant tools.
  6. High school diploma or equivalent


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