A Customer Service Representative's primary duty is to assist customers, resolve issues, and ensure satisfaction by providing information, answering inquiries, and handling complaints, often through phone, email, or chat.
Key Responsibilities of a Customer Service Representative:
- Answering Inquiries: Responding to customer questions about products, services, policies, and procedures.
- Problem Resolution: Addressing and resolving customer issues, complaints, and concerns in a timely and efficient manner.
- Information Provision: Providing accurate and helpful information to customers, including product details, pricing, and availability.
- Order Processing: Taking orders, processing payments, and managing customer accounts.
- Record Keeping: Maintaining accurate records of customer interactions and transactions.
- Communication: Communicating effectively with customers, both verbally and in writing, using a professional and empathetic tone.
- Escalation: Knowing when to escalate issues to supervisors or other departments for resolution.
- Collaboration: Working with other departments to ensure a positive customer experience.
- Upselling/Cross-selling: Identifying opportunities to upsell or cross-sell products and services to customers.
Skills and Qualities:
- Strong Communication Skills: Ability to communicate clearly and effectively, both verbally and in writing.
- Problem-Solving Skills: Ability to identify and resolve customer issues efficiently.
- Empathy and Patience: Ability to understand and relate to customers' needs and concerns.
- Customer Focus: Strong commitment to providing excellent customer service.
- Adaptability: Ability to handle a variety of situations and adapt to changing customer needs.
- Technical Skills: Proficiency in using customer service platforms and software.
- Product Knowledge: Understanding of the company's products and services.
All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county, to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.