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.
Responsibilities:
- 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.
- 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.
- Product Knowledge:
- Develop a deep understanding of company products/services, features, and benefits.
- Educate customers on product usage, troubleshooting techniques, and best practices.
- Order Processing:
- Assist customers with placing orders, processing returns, and tracking shipments.
- Ensure accuracy and efficiency in order processing and fulfillment.
- Customer Feedback:
- Gather and document customer feedback, suggestions, and complaints.
- Communicate customer insights and trends to relevant teams to drive product/service improvements.
- 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.
- 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.
Qualifications:
- 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.