Customer Service Representative

Role: The Customer Service Representative By answering product and service questions, instant response on orders information, prepare correspondences and fulfill customer needs to ensure customer satisfaction. Job functions: · Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; following up to ensure resolution · Recommend potential products or services to management by collecting customer information and analyzing customer needs · Prepare product or service reports by collecting and analyzing customer information · Contribute to team effort by accomplishing related results as needed · Manage large amounts of incoming messages · Identify and assess customers' needs to achieve satisfaction · Build sustainable relationships of trust through open and interactive communication · Provide accurate, valid and complete information by using the right methods/app tools · Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution · Keep records of customer interactions, process customer accounts and file documents · Follow communication procedures, guidelines, and policies · Go the extra mile to engage customers · Resolve customer complaints via phone, email, or social media · Use telephones to reach out to customers and verify account information · Greet customers warmly and ascertain problem or reason for calling · Assist with placement of orders, refunds, or exchanges · Answer questions about warranties or terms of sale · Act as the company gatekeeper · Attempt to persuade customer to reconsider cancellation