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Customer Service representative

3 months ago

Los Angeles, United States westmaison Full time
Job DescriptionJob DescriptionOverview:The role of a Customer Service Representative is pivotal in ensuring customer satisfaction and retention. They are the first point of contact for customers and play a crucial role in delivering excellent service, resolving issues, and building positive relationships. The representative serves as a brand ambassador, contributing to the overall reputation and success of the organization.Key Responsibilities:
  • Responding to customer inquiries via phone, email, or chat
  • Resolving customer issues and complaints in a timely manner
  • Providing information about products and services
  • Processing orders, forms, and requests
  • Escalating complex issues to the appropriate channels
  • Maintaining a high level of professionalism and patience with customers
  • Managing and updating customer accounts
  • Collaborating with other departments to ensure customer satisfaction
  • Identifying and communicating customer needs and trends to the management team
  • Handling and resolving billing and payment inquiries
  • Documenting customer interactions and transactions
  • Meeting individual and team performance targets
  • Assisting with training and mentoring new customer service representatives
  • Adhering to company policies and procedures
  • Contributing to a positive and cohesive team environment
Required Qualifications:
  • High school diploma or equivalent
  • Proven experience in a customer service role
  • Strong communication skills, both verbal and written
  • Excellent problem-solving abilities
  • Empathetic and patient demeanor
  • Ability to multitask and prioritize in a fast-paced environment
  • Good knowledge of CRM systems and practices
  • Ability to work well in a team setting
  • Basic computer skills and proficiency in MS Office
  • Ability to remain calm under pressure
  • Flexibility to work in shifts and on weekends
  • Understanding of customer satisfaction metrics
  • Attention to detail and accuracy in data entry
  • Proactive and solution-oriented approach
  • Desire to continuously improve and learn