About the Role
• Greet customers warmly and assist them with inquiries in person, over the phone, or via email/chat.
• Provide accurate information about products, services, and company policies.
• Address and resolve customer complaints promptly and effectively.
• Escalate unresolved issues to appropriate departments when necessary.
• Assist customers with placing orders, tracking deliveries, and processing returns or exchanges.
• Ensure accurate and timely documentation of transactions and customer interactions.
• Collect customer feedback and suggestions to help improve products and services.
• Communicate recurring issues or trends to management for action.
• Maintain accurate records of customer interactions and transactions in the company database.
• Generate reports on customer service activities as required.
• Work closely with sales, marketing, and operations teams to ensure a seamless customer experience.
• Participate in team meetings and training sessions.
Education:
High school diploma or equivalent; a degree in customer service, communication, or a related field is a plus.
Experience:
Previous experience in customer service or a similar role is preferred but not mandatory.
Skills:
o Strong communication and interpersonal skills.
o Ability to multitask and prioritize effectively.
o Problem-solving and conflict-resolution skills.
o Proficiency in using customer relationship management (CRM) software and other relevant tools.
o Attention to detail and a customer-focused mindset.
Attributes:
o Patience, empathy, and a positive attitude.
o Willingness to learn and adapt in a fast-paced environment.
Work Environment:
• This role may require flexible hours, including evenings, weekends, and holidays, based on business needs.
• Comfortable working in a team-oriented and customer-facing environment.
Key Performance Indicators (KPIs):
• Customer satisfaction score
• First response time (FRT).
• Resolution time and rate.
• Customer retention and loyalty feedback.