Customer Service Representative
2 weeks ago
Job Title: Customer Service Assistant
Location: Austin, TX
Department: Customer Service
Reports To: Customer Service Manager
Job Summary:
As a Customer Service Assistant, you will serve as the first point of contact for customers, addressing their questions, concerns, and issues with professionalism and efficiency. Your role will involve assisting customers via various communication channels including phone, email, live chat, and in-person. You will work to ensure customer satisfaction by providing product information, resolving complaints, and offering solutions.
Key Responsibilities:
- Respond to Customer Inquiries: Answer and manage customer inquiries through multiple channels such as phone, email, live chat, and in-person interactions.
- Resolve Complaints: Handle customer complaints by investigating problems, identifying solutions, and following up to ensure satisfaction.
- Order Processing: Assist customers with placing orders, tracking shipments, and providing updates on order status.
- Maintain Customer Records: Keep detailed records of customer interactions, inquiries, complaints, and feedback in the company's CRM system.
- Escalation: Forward complex issues to relevant departments or managers when necessary and follow up to ensure resolution.
- Feedback Gathering: Solicit and record customer feedback to help improve products and services.
- Team Collaboration: Work with other departments to ensure seamless customer service and support, including sales, marketing, and technical teams.
Qualifications:
- High school diploma or equivalent (Associate's or Bachelor's degree preferred).
- Excellent communication and interpersonal skills
- Strong problem-solving abilities
- Ability to multitask and manage time effectively
- Proficiency in customer service software, CRM systems, and Microsoft Office
- Patience and ability to remain calm under pressure
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