Responsibilities
- Handle incoming calls, emails, and live chats from customers
- Address customer inquiries and resolve issues in a timely and professional manner
- Provide product information and assistance to customers
- Process orders, returns, and exchanges
- Handle customer complaints and escalate unresolved issues to the appropriate department
- Maintain accurate customer records and update the CRM system
- Collaborate with cross-functional teams to improve customer satisfaction
- Identify and escalate emerging customer trends or issues to management
Qualifications
- Previous experience in customer service or a related field
- Strong communication and interpersonal skills
- Ability to handle difficult and demanding customers with patience and professionalism
- Excellent problem-solving skills
- Attention to detail and accuracy
- Ability to work in a fast-paced and dynamic environment
- Proficient in using CRM systems and other customer support tools
- Flexibility to work in shifts and weekends if required
- High school diploma or equivalent, additional education is a plus
Skills
- Strong verbal and written communication skills
- Active listening
- Empathy and patience
- Conflict resolution
- Time management
- Ability to multitask
- Computer literacy
- Familiarity with CRM software
- Ability to adapt to different communication channels (phone, email, chat)
- Knowledge of customer service principles and practices