Customer Service Representative

PG Group

Position Overview:

The Customer Service Representative will serve as the primary point of contact for customers, addressing inquiries, resolving issues, and providing assistance with product/service-related matters. The ideal candidate will be empathetic, solution-oriented, and committed to delivering outstanding service to every customer interaction.


  1. Customer Support:
    • Handle incoming customer inquiries via phone, email, chat, or social media channels.
    • Provide timely and accurate responses to customer questions, concerns, and requests for assistance.
  2. Issue Resolution:
    • Investigate and resolve customer complaints, billing discrepancies, and product/service-related issues.
    • Escalate complex issues to appropriate teams for further investigation and resolution.
  3. Product Knowledge:
    • Develop a deep understanding of company products/services, features, and benefits.
    • Educate customers on product usage, troubleshooting techniques, and best practices.
  4. Order Processing:
    • Assist customers with placing orders, processing returns, and tracking shipments.
    • Ensure accuracy and efficiency in order processing and fulfillment.
  5. Customer Feedback:
    • Gather and document customer feedback, suggestions, and complaints.
    • Communicate customer insights and trends to relevant teams to drive product/service improvements.
  6. Documentation and Recordkeeping:
    • Maintain accurate and up-to-date customer records, including contact information, interactions, and resolutions.
    • Generate reports and summaries of customer interactions as needed.
  7. Customer Satisfaction:
    • Strive to exceed customer expectations by providing personalized and empathetic support.
    • Follow up with customers to ensure their issues are resolved and satisfaction is achieved.


  • High school diploma or equivalent.
  • Previous experience in customer service or a related field.
  • Excellent communication skills, both verbal and written.
  • Strong interpersonal skills and ability to empathize with customers.
  • Proficiency in computer systems and software, including CRM systems.
  • Problem-solving abilities and a proactive approach to issue resolution.
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