Customer Service Representative

Department:

• Reports to:

  Student Success Lead / Branch Manager

Mission:

Key Responsibilities

• Customer Engagement:

  Respond promptly to customer inquiries via phone, email, live chat, or in-person.

• Sales Conversion:

  Identify opportunities to upsell, cross-sell, or convert leads into confirmed sales.

• Product/Service Knowledge:

  Maintain a deep understanding of company offerings to confidently address questions and objections.

• Lead Management:

  Track and manage leads in the CRM, ensuring timely follow-ups.

• Problem Resolution:

  Handle complaints or service issues promptly and professionally to retain customer trust.

• Collaboration:

  Work with marketing and operations teams to streamline sales processes and customer experiences.

• Reporting:

  Maintain accurate records of interactions, feedback, and sales performance metrics.

Required Skills & Qualifications

• Strong communication and interpersonal skills.
• Proven sales or customer service experience (minimum 1–2 years preferred).
• Ability to work in a fast-paced environment while maintaining accuracy.
• Familiarity with CRM systems and sales tools.
• Active listening and problem-solving skills.
• Target-driven mindset with a focus on customer satisfaction.

Preferred Skills

• Experience in [specific industry, e.g., education consulting, retail, SaaS].
• Multilingual abilities for diverse customer interaction.
• Comfort with video calls or virtual consultations.

Performance Metrics

• Monthly sales targets achieved.
• Customer satisfaction scores.
• Lead-to-sale conversion rates.
• Retention and repeat customer rates.