A Customer Service Representative, or CSR, will act as a liaison, provide product/services information, answer questions, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.

The best CSRs are genuinely excited to help customers. They’re patient, empathetic, and passionately communicative. They love to talk and understand the value of good communication skills. Customer service representatives can put themselves in their customers’ shoes and advocate for them when necessary. Customer feedback is priceless, and if this job brief describes you, then you are who we need.

The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

Responsibilities

• Manage large amounts of incoming phone calls

• Converting interactions on social media to leads

• Identify and assess customers’ needs to achieve satisfaction

• Build sustainable relationships and trust with customer accounts through open and interactive communication

• Provide accurate, valid and complete information by using the right methods/tools

• Meet personal/customer service team sales targets and call handling quotas

• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

• Keep records of customer interactions, process customer accounts and file documents

• Follow communication procedures, guidelines and policies

• Manage Social Media Interactions with team members(LinkedIn, Twitter, Facebook, Instagram, WhatsApp)

• Brainstorm with teammates to develop content for our social media

• Proven customer support experience or experience as a Client Service Representative
• Track record of over-achieving quota
• Strong phone contact handling skills and active listening
• Social Media management skills
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Content creation and graphic design skills are a plus