Customer Service Representative - Broomall, United States - latitude

Description

Key Responsibilities:

Customer Support:

Serve as the first point of contact for customer inquiries via phone, email, or chat, addressing questions, concerns, and requests in a timely and professional manner.

Listen to customers' needs and provide appropriate solutions, including product recommendations, order assistance, and issue resolution.

Order Management:

Process customer orders accurately and efficiently, ensuring timely shipment and delivery.

Track order status, manage backorders, and communicate updates to customers as needed.

Issue Resolution:

Investigate and resolve customer complaints, escalating complex issues to management when necessary.

Document customer interactions and resolutions in our CRM system to maintain accurate records and track trends.

Product Knowledge:

Develop a deep understanding of our products/services, including features, specifications, and usage guidelines, to effectively assist customers and provide accurate information.

Relationship Building:

Build rapport and trust with customers through friendly, empathetic communication and personalized service.

Proactively follow up with customers to ensure satisfaction and address any additional needs or concerns.

Qualifications:

High school diploma or equivalent; associate degree or relevant certification preferred.

3+ years of experience in customer service or a related field, preferably in [industry/sector].

Excellent communication skills, both verbal and written, with a professional and courteous demeanor.

Strong problem-solving abilities and the ability to remain calm and composed under pressure.

Proficiency in Microsoft Office and experience with CRM software (e.g., Salesforce, Zendesk) is a plus.

Ability to multitask and prioritize workload effectively in a fast-paced environment.

$45,000 - $48,000 a year