Customer Service Representative

3 hours ago

india, IN CareerUS Solutions Full time

Customer Service Representative – Job Description

Position Summary

The Customer Service Representative is responsible for delivering exceptional customer support by handling inquiries, resolving issues, and maintaining a high level of customer satisfaction. This role requires strong communication skills, problem-solving ability, and a professional, customer-focused attitude.

Key Responsibilities

Customer Interaction

  • Respond to customer inquiries via phone, email, chat, or in-person.
  • Provide accurate information about products, services, and company policies.
  • Handle customer complaints with professionalism and empathy.

Issue Resolution

  • Identify customer needs and provide appropriate solutions.
  • Troubleshoot issues and escalate complex problems to higher support levels.
  • Follow up with customers to ensure complete resolution.

Order & Account Management

  • Assist customers with order placement, returns, refunds, and account updates.
  • Maintain accurate customer records in CRM systems.

Documentation & Reporting

  • Log all interactions, issues, and resolutions in the CRM.
  • Prepare daily or weekly summaries of customer concerns and trends.

Product Knowledge

  • Stay updated on product features, updates, and company policies.
  • Educate customers on how to use products or services effectively.

Team Collaboration

  • Work closely with sales, technical support, and operations teams.
  • Participate in team meetings and training sessions for continuous improvement.

Required Skills & Qualifications

  • High school diploma or equivalent; associate degree preferred.
  • Excellent verbal and written communication skills.
  • Strong problem-solving and multitasking abilities.
  • Basic computer skills; experience with CRM tools (Salesforce, Zendesk, Freshdesk).
  • Positive attitude and customer-centric mindset.

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