Customer Service Representative

Job description

• Provide high‐quality support to customers by responding to inquiries, requests, and issues in a timely, professional, and solution-focused manner.
• Use effective communication and problem‐solving skills to address customer questions, technical concerns, and account‐related needs through various channels.
• Enhance customer experience by identifying appropriate solutions and aiming for efficient, accurate resolution.
• Manage and resolve customer concerns with empathy and professionalism, escalating issues in alignment with established guidelines when needed.
• Investigate and correct account or service‐related discrepancies, ensuring accurate information and continuity of service.
• Proactively communicate with customers regarding updates, next steps, and actions required to support order or service fulfillment.
• Support processes related to customer orders, returns, credits, and other transactional activities as assigned.
• Oversee and coordinate day‐to‐day fulfillment or service workflows, addressing exceptions and ensuring smooth execution of assigned tasks.
• Review system‐generated reports or alerts and take appropriate action to understand, communicate, or resolve service or order status updates.
• Adhere to established procedures while maintaining accurate and thorough documentation of customer interactions and case activity.
• Performs other duties as assigned within the scope of responsibilities and requirements of the job
• Performs Essential Job Functions and Duties with or without reasonable accommodation

All Customer Care team members:

• Own the customer experience by prioritizing customer needs and creating promoters of our products and services.
• Understand and adhere to corporate and departmental policies and procedures.
• Set clear expectations through accurate information and transparent communication.
• Educate customers on self-service tools and resources.
• Actively participate in required training programs.
• Identify and communicate opportunities for process and system improvements.
• Maintain regular, consistent, and punctual attendance.
• Win as a team by collaborating, sharing ideas, and contributing to continuous improvement.

QUALIFICATIONS

Years of Experience and Knowledge

1 ~ 3 years of Direct customer service experience required

Skills and Abilities

Intermediate level Microsoft Outlook, Word, PowerPoint skills

Excellent interpersonal, written, and verbal communication skills.

Strong phone communication skills, including maintaining a professional and personable demeanor while quickly establishing rapport and fostering positive customer interactions.