Customer Service Representative (CSR)

Key Responsibilities:

• Manage online customer enquires.
• Answer and manage incoming calls, SMS, and chats in a professional manner.
• Respond promptly to customer inquiries and provide accurate information.
• Handle customer complaints, provide appropriate solutions, and follow up to ensure resolution.
• Maintain detailed records of customer interactions and transactions.
• Identify customer needs and recommend relevant products or services.
• Work closely with other departments to ensure seamless service delivery.
• Meet performance targets, including response time and customer satisfaction.
• Stay updated with company products, policies, and procedures.
• Provide feedback on customer needs and trends to improve service quality.

Requirements:

• Proven experience in customer service, call center, or a related role.
• Strong communication skills (verbal and written).
• Ability to handle multiple conversations across different communication channels (calls, SMS, chat).
• Problem-solving skills and a customer-first mindset.
• Proficiency in using CRM systems and other communication software.
• Ability to work under pressure and handle difficult customers with professionalism.
• Strong organizational skills and attention to detail.
• Minimum high school diploma; a diploma or degree in a relevant field is a plus.