customer service rep - BSG

Overview

As a Customer Service Representative, you will play a crucial role in ensuring customer satisfaction and retention. You will serve as the first point of contact for customers, addressing their inquiries, resolving issues, and providing an exceptional level of service. Your ability to communicate effectively and empathetically will contribute to maintaining positive customer relations and driving business growth.

Key responsibilities

Respond to customer inquiries via phone, email, and chat in a timely and professional manner.

Identify and assess customers' needs to achieve satisfaction, often resolving complex issues and escalating when necessary.

Maintain a high level of product and service knowledge to effectively address customer concerns and provide accurate information.

Process orders, forms, applications, and requests in alignment with company policies and procedures.

Ensure proper recording and documentation of customer interactions and transactions.

Collaborate with other teams, such as sales and logistics, to resolve customer issues and improve overall customer experience.

Handle customer complaints, provide appropriate solutions, and follow up to ensure resolution.

Assist with customer retention by establishing and maintaining strong customer relationships.

Contribute to the development and improvement of customer service procedures and processes.

Meet or exceed customer service goals and quality standards while adhering to compliance regulations.

Stay updated on product knowledge and company policies to provide accurate information to customers.

Contribute to a positive team environment and embody the company's values and culture.

Participate in ongoing training and professional development to enhance skills and knowledge.

Assist with special projects as needed to support the customer service department and overall business objectives.

Identify opportunities for process and service improvement and make recommendations to management.

Required qualifications

High school diploma or equivalent; college degree is a plus.

Proven customer support experience or experience as a client service representative.

Strong phone contact handling skills and active listening.

Excellent communication skills, both verbal and written.

Ability to handle stressful situations and effectively manage time in a fast-paced environment.

Strong problem-solving skills with a focus on achieving solutions.

Ability to multitask, prioritize, and manage time effectively.

Exceptional interpersonal skills and the ability to show empathy and understanding.

Proficiency in computer and CRM software applications.

Capability to adapt and learn quickly in a continuously evolving work environment.

Good understanding of customer service principles and practices.

Ability to work effectively both independently and as part of a team.

Flexibility to work varied shifts, including evenings, weekends, and holidays.

Commitment to ethical conduct and maintaining customer confidentiality.

Knowledge of general office and administrative procedures.