Customer Service Representative (CSR)

Job Description:

We are seeking a highly motivated and customer-centric individual to join our team as a Customer Service Representative (CSR). As a CSR, you will be responsible for providing exceptional support to our valued customers through various communication channels, including inbound and outbound calls, email support, and customer chat/Intercom. Your role will be pivotal in ensuring our customers have a positive experience with our products and services.

Responsibilities:

Handle inbound and outbound calls from customers, addressing their inquiries, and concerns, and providing assistance in a professional and courteous manner.
Respond to customer emails promptly, offering accurate information and solutions to their questions or issues.
Engage with customers through chat and Intercom platforms to provide real-time support and personalized assistance.
Effectively address customer escalations, ensuring a swift resolution and turning negative experiences into positive ones.
Demonstrate a deep understanding of our products and services, guiding customers through troubleshooting processes and offering appropriate solutions.
Maintain a thorough knowledge of company policies, procedures, and guidelines to ensure accurate and consistent information is provided to customers.
Collaborate with cross-functional teams to resolve complex customer issues and improve overall customer satisfaction.
Set performance metrics, such as response times, call duration, and customer satisfaction ratings.
Maintain detailed and accurate records of customer interactions and transactions.
Requirements:

Proven experience in a customer service or call center role.
Excellent verbal and written communication skills.
Strong problem-solving abilities and the capacity to handle challenging customer situations with composure and empathy.
Ability to multitask and manage time effectively to meet targets and deadlines.
Must be available for full-time work, totaling 40 hours per week, during US Eastern Standard Time business hours.
Reliable high-speed internet connection and a well-equipped workspace to ensure smooth and uninterrupted communication with customers.
Proficient computer skills and the ability to navigate various software systems efficiently.
Preferred Qualifications:

Experience in a remote customer service role.
Familiarity with CRM software and ticketing systems.
Background in handling customer escalations and turning them into positive outcomes.
A passion for delivering exceptional customer experiences.

Kindly send your application to Click to view. We are looking forward to hearing from you and working with you soon. Thank you