The Customer Service Representative (CSR) serves as the primary point of contact between the company and its customers. The CSR is responsible for providing exceptional service, resolving customer inquiries, processing orders, and managing complaints via phone, email, chat, or in-person to ensure customer satisfaction and loyalty.

Key Responsibilities and Duties

• Handle Customer Interactions: Answer a high volume of inbound calls, emails, chats, and/or social media messages in a professional, courteous, and timely manner.
• Provide Product/Service Information: Clearly and accurately communicate information about the company’s products, services, features, and policies.
• Issue Resolution: Listen patiently to customer concerns, identify the root cause of the problem, and provide efficient, effective, and complete solutions or workarounds.
• Order and Account Management: Process customer orders, handle returns, cancellations, and exchanges. Make necessary updates and changes to customer account information and billing details.
• Documentation: Accurately document all customer interactions, complaints, issues, and resolutions using the Customer Relationship Management (CRM) system.
• Escalation: Identify and escalate complex issues to the appropriate internal teams (e.g., technical support, billing, management) following established procedures.
• Achieve Metrics: Meet or exceed established performance metrics, such as average handle time (AHT), first call resolution (FCR), and customer satisfaction (CSAT) scores.