Job Title: Customer Service Representative (CSR)
Company: ECE Contact Centers
Job Summary:
We are seeking dynamic and customer-focused individuals to join our team as Customer Service Representatives (CSRs). As a CSR, you will be the voice of our company, responsible for addressing customer inquiries, resolving issues, and ensuring a seamless customer experience. The ideal candidate should have excellent communication skills, a customer-first mindset, and the ability to handle a variety of interactions with professionalism and empathy.
Key Responsibilities:
Handle Customer Inquiries: Respond to customer inquiries via phone, email, or chat in a timely and courteous manner.
Problem Resolution: Identify and resolve customer concerns or escalate them to the appropriate department when necessary.
Product and Service Knowledge: Maintain a thorough understanding of the company’s products and services to provide accurate information to customers.
Order Processing: Assist customers with order placement, tracking, and post-purchase support.
Maintain Customer Records: Update and maintain customer information in the company's database accurately.
Complaint Handling: Manage customer complaints with a calm and positive attitude, aiming to achieve first-contact resolution.
Follow-up on Inquiries: Ensure follow-ups are completed for unresolved inquiries to enhance customer satisfaction.
Upsell Opportunities: Identify upsell opportunities during customer interactions, when appropriate, to contribute to the company's revenue goals.
Adhere to Performance Metrics: Meet or exceed performance targets related to response time, customer satisfaction, and other key metrics.
Team Collaboration: Work closely with team members and supervisors to share feedback, improve processes, and ensure overall team success.