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Customer Servive Representative

2 months ago


Philadelphia, United States Sociaxe Full time

Position Title: Customer Service Representative Location: Philadelphia, PA Department: Customer Service Reports To: Customer Service Manager Employment Type: Full-Time Job Summary: We are seeking a dedicated and enthusiastic Customer Service Representative to join our team. The ideal candidate will possess exceptional communication skills and a strong commitment to providing outstanding customer support. You will be the frontline of our company, interacting with customers to resolve inquiries, provide product and service information, and ensure a positive customer experience. Key Responsibilities: Customer Interaction: Respond promptly to customer inquiries via phone, email, live chat, or social media. Handle and resolve customer complaints in a polite and efficient manner. Product Knowledge: Develop a deep understanding of our products and services to provide accurate information to customers. Stay updated with any changes in company products, services, and policies. Problem Resolution: Identify and assess customers' needs to achieve satisfaction. Troubleshoot and resolve product or service issues by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution, expediting correction or adjustment, and following up to ensure resolution. Customer Records: Maintain customer records by updating account information. Document customer interactions, process accounts, and file documents. Team Collaboration: Work closely with other departments to resolve issues and improve customer satisfaction. Provide feedback and suggestions to improve customer service quality. Performance Metrics: Achieve personal and team goals related to customer service quality, speed, and accuracy. Meet and strive to exceed key performance indicators (KPIs) such as first response time, average handling time, and customer satisfaction score. Qualifications High school diploma or equivalent required; college degree preferred. Excellent communication skills, both written and verbal. Strong problem-solving abilities and attention to detail. Ability to handle stressful situations calmly and effectively. Proficiency in MS Office applications and ability to learn new software systems. Multilingual capabilities are a plus. Job Posted by ApplicantPro