Customer Service Representative

How you will make an impact (key responsibilities):

1. Customer interaction & service delivery
Respond to customer inquiries via phone, email, chat, and social media with accuracy and empathy.
Provide timely information on products, services, policies, and order statuses.
Own the customer experience end-to-end, ensuring issues are understood and expectations are set clearly.
Maintain professional tone, active listening, and personalized support in every interaction.

2. Issue resolution & escalation management
Diagnose customer problems, identify root causes, and resolve them within SLA.
Coordinate cross-functional escalations (e.g., technical support, logistics, billing) with clear documentation.
Follow up proactively until resolution and confirm customer satisfaction.
Log cases accurately, prioritize urgent matters and manage multiple tickets effectively.

3. Process, compliance & quality
Adhere to company policies, data privacy and compliance standards.
Use CRM/service desk tools to record interactions, update case notes, and maintain data integrity.
Apply QA guidelines, scripts, and knowledge base articles to ensure consistent service.
Identify process gaps and propose improvements to reduce repeat contacts and errors.

4. Customer insights, retention & collaboration
Capture customer feedback and recurring themes, share insights with product/ops teams.
Promote suitable solutions, add-ons, or alternatives that enhance value and retention.
Participate in training and refreshers to stay current on offerings, systems, and best practices.

Qualifications & skills

• High school diploma or equivalent (bachelor’s preferred); prior experience in customer service or related field is an advantage
• Strong verbal and written communication with active listening and empathy
• Ability to analyze issues, identify solutions, and resolve customer concerns effectively
• Familiarity with CRM systems, ticketing tools, and basic MS Office applications
• Skilled in multitasking, prioritizing, and meeting service-level agreements (SLAs)
• Demonstrates patience, professionalism, and commitment to delivering exceptional service
• Comfortable working in fast-paced environments and handling high-volume interactions
• Works well with cross-functional teams to ensure seamless customer experience