Customer Service Assistant

6 days ago


Santa Ana, United States Angela Scribe Full time
Job Title: Customer Service Assistant

Location: Santa Ana, CA
Department: Customer Service
Reports To: Customer Service Manager

Job Overview:
As a Customer Service Assistant, you will play a key role in providing exceptional customer service by assisting customers with inquiries, resolving complaints, and ensuring a positive customer experience. You will interact with customers via phone, email, chat, or in-person and will work to resolve their issues quickly and efficiently while maintaining a high level of professionalism.

Key Responsibilities:
  • Respond to customer inquiries via telephone, email, and live chat in a timely and courteous manner.
  • Resolve customer complaints and issues, escalating more complex problems to the appropriate departments as needed.
  • Provide product and service information to customers, helping them with purchases, returns, or troubleshooting.
  • Assist in processing orders, refunds, and exchanges following company procedures.
  • Provide feedback to supervisors about recurring customer issues or trends for continuous improvement.
  • Meet performance metrics, including response times, resolution rates, and customer satisfaction scores.
  • Collaborate with team members to provide outstanding customer support.
Qualifications:
  • Excellent verbal and written communication skills.
  • Strong problem-solving and conflict-resolution abilities.
  • Patience, empathy, and professionalism when dealing with difficult or frustrated customers.
  • Ability to multitask and manage time effectively in a fast-paced environment.
  • Strong attention to detail and organizational skills.
  • High school diploma or equivalent (required); additional qualifications in customer service or related fields are a plus.
  • Proficiency in using MS Office and customer management software.
  • Ability to work flexible hours, including evenings, weekends, or holidays if required.


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