Customer Service Representative

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.