Customer Service Assistant

JOB SUMMARY:

The Customer Service Representative is responsible for handling customer inquiries, requests, and complaints through various communication channels, including phone calls, email, and walk-in interactions. The role ensures timely and accurate resolution of customer concerns, proper documentation in the CRM system, coordination with internal departments, and adherence to company policies, procedures, and service standards.

JOB DESCRIPTION:

1. Respond to customer inquiries, requests, and complaints through phone, email, and in-person interactions.
2. Provide accurate information and appropriate resolutions in accordance with established policies, procedures, and service standards.
3. Perform validation and pre-screening of customer requests and supporting documents.
4. Create, update, and maintain customer records and service tickets in the CRM system.
5. Ensure all customer information and documentation are accurately encoded and properly maintained.
6. Coordinate with relevant departments and stakeholders to facilitate the timely resolution of customer concerns.
7. Escalate urgent, critical, or complex issues to supervisors or appropriate teams as necessary.
8. Monitor and follow up on pending and escalated cases to ensure resolution within agreed turnaround times.
9. Conduct outbound communications to provide status updates, feedback, and resolutions to customers when required.
10. Review and endorse completed tickets and supporting documentation to the appropriate processing teams or departments.
11. Handle sensitive customer information with the highest level of confidentiality and compliance with data privacy requirements.
12. Utilize approved communication templates and draft customer responses when necessary.
13. Support special customer groups, high-priority accounts, or VIP concerns as assigned.
14. Maintain knowledge of the organization's products, services, policies, and procedures.
15. Participate actively in team meetings, training programs, and process improvement initiatives.
16. Maintain professionalism in appearance, communication, and conduct at all times.
17. Perform other duties and responsibilities as assigned by management.

SKILLS AND QUALIFICATIONS:

1. Bachelor's degree in any business-related course or equivalent work experience.

2. Credibility - Demonstrates honesty, trustworthiness and commitment in all forms of transaction; with sound moral and strong ethical principles at work

3. Communication - Above average oral and written communication skills; ability to use positive language to steer a conversation toward a positive outcome; exudes confidence when interacting with clients

4. Emotional Balance - Patient; can deal with stress and pressure; ability to maintain emotional balance and self-control to face various situations/types of clients confidently and successfully

5. Empathy - ability to look at a situation through the eyes of a customer and enable to provide the highest degree of service

6. Good comprehension and analytical skills - ability to understand and process information towards resolution of concerns

7. Good decision making - ability to work independently and make decisions that balance the interests of the Company and the Customer

8. Flexibility - ability to adapt to situations, improvise and shift strategies to meet different types of challenges