Customer Service Representative (CSR)
A Customer Service Representative supports customers by providing helpful information, answering questions, and resolving product or service issues.
A CSR should possess qualities that help him be effective at his job – problem solving, relationship building, good communication skills, and empathy.
Job Responsibilities :
· Coordinate the processing and delivery of all customer orders. Ensure that customers have acknowledged the complete delivery of all their orders.
· Respond to and provide information to customer inquiries
· 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; expediting correction or adjustment; following up to ensure resolution
· Communicate with clients via phone call, email, face-to-face, and other channels to provide step-by-step solutions in resolving product or service issues
· Troubleshoot product components (hardware, software) to identify and resolve issues reported by customers
· Conduct research to obtain information useful in addressing customer issues
· Collaborate with other members/groups in the company to resolve customer issues
· Escalate and coordinate the resolution of issues with suppliers or partners
· Pro-actively monitor the GPS service and resolve any immediate issues
· Identify upselling opportunities to facilitate sales of company products/services
· Participate in the development of training documents, manuals, procedures, and solution articles
· Record all customer inquiries and issues including the actions and resolutions taken to address the problem.
· Ensure compliance to internal reporting requirements
Qualifications:
· Candidate must have a Bachelor’s Degree
· At least with 1 year of work experience in any or a combination of the following - customer service, call center support, sales, account management, IT support
· Good English communication skills