Customer Service Representative (Technical Account)

About the role

The Customer Service Representative (CSR) is responsible for providing exceptional customer support through various communication channels, including phone, email, and live chat. This role involves addressing customer inquiries, resolving issues, processing orders, and ensuring overall satisfaction with products or services. The CSR will work to ensure a positive customer experience by delivering timely, accurate, and helpful responses to both internal and external stakeholders. Additionally, the CSR will maintain detailed records of customer interactions, process returns or exchanges and assist in troubleshooting technical problems when needed.

Key responsibilities

• Respond to customer inquiries via phone, email, or chat in a timely and professional manner
• Identify and resolve customer issues or concerns, ensuring their satisfaction with products or services
• Provide accurate product or service information to customers, including details about features, pricing, and availability
• Assist with order placements, cancellations, returns, or exchanges, ensuring accurate information is captured
• Troubleshoot and guide customers through product-related issues or technical difficulties when necessary
• Maintain clear and accurate records of all customer interactions, including complaints, inquiries, and resolutions
• Identify opportunities to promote additional products or services that meet customer needs
• Gather customer feedback and report common issues to management for service improvements
• Work closely with other departments, such as sales or technical support, to resolve complex customer concerns
• Ensure compliance with company policies, including those regarding returns, refunds, and privacy protection

About you

• High school diploma or equivalent; College Graduate or College Level
• Excellent people skills, approachable, engaging and friendly
• Detail-oriented with a strong ability to work in a fast-paced environment
• Working knowledge of multiple computer systems and software
• Ability to multi-task, prioritize, and manage time effectively
• Capacity to adapt, respond to different personality types and team player
• Flexibility to adapt schedule changes and render overtime as needed
• Strong problem-solving and analytical skills
• With or without experience but are highly trainable and with minimum skills requirements