Customer Service Representative
Confidential
Posted 21 hours ago
Job Details
The Customer Service Representative is the primary point of contact for customers, handling enquiries, orders, and complaints across phone, email, and chat. The role resolves issues efficiently while representing the company professionally and protecting customer relationships.
Key Responsibilities
Customer interaction
• Respond to customer enquiries by phone, email, live chat, and [social media / WhatsApp] within agreed response times
• Provide accurate information on products, services, pricing, availability, and policies
• Listen actively, identify the underlying need, and resolve issues at first contact where possible
• Escalate complex or sensitive cases to the appropriate team or supervisor with full context
Order and account handling
• Process orders, returns, exchanges, refunds, and cancellations
• Update customer accounts, contact details, and preferences accurately
• Track shipments and follow up on delivery issues
• Handle billing queries and payment questions
Complaints and problem resolution
• Manage complaints calmly and professionally; investigate and follow through to resolution
• Offer appropriate remedies within authority limits and company policy
• Follow up with customers to confirm the issue is closed to their satisfaction
Records and reporting
• Log all interactions accurately in the [CRM / ticketing system]
• Flag recurring problems, product faults, and process gaps to management
• Meet individual targets for response time, resolution rate, and customer satisfaction
• Contribute to knowledge base articles and FAQ updates
Qualifications
Required
• High school diploma or equivalent
• Clear, professional written and verbal communication
• Patience and composure when handling frustrated customers
• Computer literacy and the ability to navigate several systems at once
• Reliability and strong time management
Key Responsibilities
Customer interaction
• Respond to customer enquiries by phone, email, live chat, and [social media / WhatsApp] within agreed response times
• Provide accurate information on products, services, pricing, availability, and policies
• Listen actively, identify the underlying need, and resolve issues at first contact where possible
• Escalate complex or sensitive cases to the appropriate team or supervisor with full context
Order and account handling
• Process orders, returns, exchanges, refunds, and cancellations
• Update customer accounts, contact details, and preferences accurately
• Track shipments and follow up on delivery issues
• Handle billing queries and payment questions
Complaints and problem resolution
• Manage complaints calmly and professionally; investigate and follow through to resolution
• Offer appropriate remedies within authority limits and company policy
• Follow up with customers to confirm the issue is closed to their satisfaction
Records and reporting
• Log all interactions accurately in the [CRM / ticketing system]
• Flag recurring problems, product faults, and process gaps to management
• Meet individual targets for response time, resolution rate, and customer satisfaction
• Contribute to knowledge base articles and FAQ updates
Qualifications
Required
• High school diploma or equivalent
• Clear, professional written and verbal communication
• Patience and composure when handling frustrated customers
• Computer literacy and the ability to navigate several systems at once
• Reliability and strong time management
Languages
Any
Nationality
Any
Company Size
11-50
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