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