Costumer Service Representative (CSR)

Key Responsibilities

• Respond to customer inquiries, concerns, and requests through chat, email, and other communication channels.
• Provide accurate, timely, and professional assistance to customers regarding products, orders, services, and company policies.
• Handle customer complaints and resolve issues effectively while maintaining a positive and customer-focused approach.
• Process and monitor customer orders, requests, returns, exchanges, and other service-related concerns.
• Coordinate with relevant departments such as Sales, Warehouse, Logistics, and Operations to resolve customer issues and ensure proper follow-up.
• Maintain accurate records of customer interactions, concerns, transactions, and resolutions.
• Monitor pending customer concerns and ensure timely follow-up until the issue is resolved.
• Provide customers with accurate product information, availability, pricing, promotions, and other relevant details.
• Escalate complex or unresolved concerns to the appropriate supervisor or department when necessary.
• Maintain a professional, courteous, and helpful attitude when communicating with customers.
• Meet established customer service standards, response-time requirements, and performance targets.
• Prepare daily or periodic reports regarding customer inquiries, complaints, orders, and other service-related activities.
• Perform other customer service and administrative tasks as assigned by the Immediate Head.

Key Qualifications

• Previous experience in Customer Service, Sales Support, E-commerce, or related roles is an advantage.

• Excellent written communication skills.

• Strong customer service and interpersonal skills.

• Ability to handle customer complaints and difficult situations professionally.

• Strong problem-solving and decision-making skills.

• Detail-oriented and organized, with the ability to manage multiple customer concerns simultaneously.

• Experience with chat platforms, CRM systems, e-commerce platforms, or customer service tools is an advantage.

• Ability to work under pressure and meet deadlines or service-level targets.

• Willing to work on shifting schedules, weekends, or holidays when required.