Customer Service Representative

4 weeks ago


Fall River, Massachusetts, United States Matouk Full time
Job Title: Customer Care Representative

At Matouk, we are seeking a highly skilled and customer-focused individual to join our team as a Customer Care Representative. This role is responsible for ensuring a superior customer experience by managing and interacting with Sales Representatives, retail customers, and consumers through various communication channels.

Key Responsibilities:
  • Provide exceptional service to customers and Sales Representatives, reflecting the Matouk brand and principles.
  • Achieve high customer satisfaction ratings by responding to customer requests and resolving issues in a timely and professional manner.
  • Strive for first-call resolution by handling and resolving customer inquiries and complaints in a prompt and courteous manner.
  • Direct requests and unresolved issues to the appropriate resource and follow up to ensure satisfactory resolution for the customer.
  • Record details of inquiries, comments, and complaints, and follow up as necessary.
  • Maintain a collaborative relationship with cross-functional departments.
  • Maintain knowledge of product lines, prices, and delivery times.
Qualification Requirements:
  • 2-5 years of experience working in a customer service role.
  • Creative problem-solving skills.
  • Ability to take initiative to find lasting proactive solutions to common trends.
  • Strong knowledge of customer service principles and practices.
  • Strong oral and written communication skills.
  • Outstanding organizational skills.
  • Excellent interpersonal skills, with the ability to interact with all levels of employees.
  • Ability to multitask in a fast-paced environment, handling both phone calls and cases (emails), and chats simultaneously.
  • Knowledge of relevant computer applications.
Must-Have Competencies:
  • Reaching and maintaining compliance to phone schedule while focusing on quality and research necessary to perform the job.
  • Maintaining a thorough working knowledge of products, processes, procedures, and systems.
  • Working through competing priorities between internal departments while attempting to achieve customer requests.

This is a full-time position that requires a strong commitment to customer satisfaction and a passion for delivering exceptional service.



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