Customer Service Associate

Key Responsibilities

1. Customer Interaction and Support
   • Respond promptly and professionally to customer inquiries via phone, email, chat, or in-person.
   • Provide accurate information about products, services, policies, and promotions.
   • Assist customers with placing orders, processing returns, handling billing inquiries, and navigating company systems or websites.
   • Resolve customer complaints with patience and empathy, escalating complex issues to supervisors when necessary.
2. Issue Resolution
   • Investigate and resolve product or service problems by clarifying the customer s complaint, determining the cause, selecting and explaining the best solution, and following up to ensure resolution.
   • Maintain calm and professionalism when dealing with difficult or upset customers.
   • Coordinate with internal departments such as logistics, technical support, or sales to ensure timely issue resolution.
3. Data Entry and Record Keeping
   • Accurately document customer interactions, transactions, feedback, and complaints using CRM systems or company databases.
   • Maintain organized and up-to-date customer files and service records.
   • Track and report recurring customer concerns to help improve products and services.
4. Product and Service Knowledge
   • Develop a deep understanding of the company s products or services.
   • Stay updated on new offerings, policy changes, and promotional campaigns to provide accurate and timely information to customers.
   • Attend training sessions and team meetings to enhance product knowledge and service skills.
5. Sales and Cross-Selling
   • Recognize opportunities to upsell or cross-sell additional products or services that may benefit the customer.
   • Inform customers about new products, special promotions, or loyalty programs when appropriate.
   • Achieve or exceed individual performance goals related to customer satisfaction, call handling time, and service quality.
6. Team Collaboration
   • Work closely with other team members and departments to ensure seamless customer service.
   • Share insights, feedback, and suggestions to help improve service processes and customer experience.
   • Participate in team training, feedback sessions, and performance evaluations.