Customer Service Representative

2 hours ago

india, IN CareerUS Solutions Full time

Customer Service Representative – Job Description

Position Summary

The Customer Service Representative is responsible for providing excellent customer support by answering inquiries, resolving issues, and ensuring a positive customer experience. This role involves communication via phone, email, chat, or in-person, and requires strong problem-solving skills and professionalism.

Key Responsibilities

1. Customer Support

  • Respond to customer inquiries via phone, email, or chat in a timely manner.
  • Provide accurate information regarding products, services, and policies.
  • Handle customer complaints and provide appropriate solutions.

2. Issue Resolution

  • Identify customer needs and provide the best possible resolution.
  • Escalate complex issues to supervisors or technical teams when necessary.
  • Follow up with customers to ensure issues are fully resolved.

3. Documentation & Reporting

  • Maintain detailed records of customer interactions in CRM systems.
  • Update customer accounts and process orders, returns, or requests.
  • Generate daily/weekly reports as needed.

4. Product & Policy Knowledge

  • Stay updated on company products, services, and new launches.
  • Understand and communicate company policies clearly to customers.

5. Team Collaboration

  • Coordinate with sales, operations, and technical teams to resolve customer issues.
  • Participate in team meetings, training, and performance reviews.

Required Skills & Qualifications

  • High school diploma or equivalent; associate degree preferred.
  • Strong communication skills (verbal & written).
  • Ability to multitask, prioritize, and manage time effectively.
  • Basic computer skills; familiarity with CRM tools (Salesforce, Zendesk, Freshdesk).
  • Positive attitude and customer-focused mindset.

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