Customer Service Representative

Job Summary You’ll be the primary point of contact for customers, fielding queries and resolving issues across phone, email, chat, social media, and in-person, ensuring timely, empathetic, and accurate support. Key Responsibilities Handle Inquiries: Respond swiftly to questions about products, services, policies, and orders. Provide clear information via phone, email, chat, or social media. Resolve Complaints & Issues: Troubleshoot technical or service-related problems, escalating complex cases when needed. De-escalate tense situations using empathy and active listening. Document Interactions: Maintain accurate logs of customer back-and-forth, including issues, resolutions, follow-ups or escalations. Proactive Outreach & Feedback: Conduct follow-ups and gather feedback to improve customer satisfaction. Monitor social platforms and respond to reviews or complaints. Identify opportunities to recommend relevant products or services—while keeping the customer’s best interest front and center. Team Collaboration: Coordinate with other teams—technical support, billing, product, etc.—to ensure seamless resolution. quickteam.com Share customer insights and feedback to fuel product and service enhancements. Continuous Improvement: Maintain and update internal knowledge bases (FAQs, troubleshooting articles). Track key metrics—CSAT, FCR, average resolution time—and suggest process improvements. 🛠 Skills & Qualifications Communication: Strong verbal and written abilities, with active listening and empathy. Problem‑Solving: Able to diagnose and resolve issues efficiently; troubleshoot technical problems. liveagent.com Technical Proficiency: Comfortable with customer support platforms (CRM, ticketing systems), proficiency in documentation. reddit.com+1reddit.com+1 Organization & Multitasking: Manage multiple cases, prioritize effectively, and meet SLAs. Attention to Detail: Keep accurate records and pay attention to the nuances of each case. Adaptability & Resilience: Remain calm under pressure, handle diverse customer personalities  Why This Role Matters: - You’re the face of the company—resolving issues not only builds trust and loyalty but also contributes vital feedback to shape better products and services.