What are the responsibilities and job description for the Customer Service Representative position at Unisco?
Job Description
Job Description
Description :
The Customer Service Representative (CSR) serves as the front-line contact between the company and its customers. The CSR is responsible for providing exceptional customer service through various channels, such as phone, email, and live chat. They ensure customer satisfaction by resolving issues, answering questions, and maintaining a positive company image.
Key Responsibilities :
- Customer Support : Answer inbound customer inquiries via phone, email, or chat regarding products, services, billing, or account inquiries.
- Issue Resolution : Troubleshoot and resolve customer complaints or concerns, ensuring timely and effective solutions.
- Order Processing : Assist customers with placing, tracking, updating, or canceling orders and processing returns and exchanges.
- Documentation : Accurately record and maintain customer interactions, complaints, inquiries, and resolutions in the company’s CRM system.
- Product Knowledge : Stay informed about product offerings, promotions, company policies, and services to ensure accurate and helpful responses to customers.
- Customer Education : Educate customers about product features, usage, and troubleshooting steps to enhance their experience.
- Feedback Collection : Gather feedback from customers and report recurring issues or suggestions to management for continuous improvement.
- Team Collaboration : Work closely with other departments (e.g., Sales, Billing, Technical Support) to ensure seamless customer experiences.
- Performance Goals : Meet or exceed performance goals such as call handling time, issue resolution rates, and customer satisfaction ratings.
Requirements : Qualifications :
High school diploma or equivalent required.
Experience :
Skills :
Personal Traits :
Additional Requirements :
