Job Summary:

A Customer Service Representative (CSR) is the first point of contact for customers. They handle inquiries, complaints, and support requests across various channels (phone, email, chat, or in-person). The ideal CSR is patient, empathetic, and passionate about helping people, ensuring customers receive outstanding service.

Key Responsibilities:

1. Customer Support:

• Answer incoming calls, emails, or chats professionally and resolve customer issues promptly.
• Provide product or service information to customers.
• Handle complaints, provide appropriate solutions, and follow up to ensure resolution.

1. Problem Solving:

• Identify and assess customers’ needs to achieve satisfaction.
• Troubleshoot and escalate technical issues when necessary.

1. Record Keeping:

• Maintain accurate records of customer interactions, transactions, and feedback using CRM or ticketing systems.

1. Product Knowledge:

• Stay up-to-date with product knowledge, policy changes, and company services to provide accurate information.

1. Team Collaboration:

• Work closely with internal departments (sales, technical, billing) to resolve issues and improve customer experience.

1. Follow-up and Feedback:

• Conduct follow-ups with customers to ensure their issues are resolved.
• Gather customer feedback and relay insights to management for service improvement.

1. Compliance:

• Follow communication procedures, guidelines, and company policies.

HS GRAD ( OLD CURRICULUM )

SHS GRAD

COLLEGE GRADUATE/UNDERGRADUATE

WITH OR WITHOUT CALL CENTER EXPERIENCE

NEWBIE FRIENDLY