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About The Role: 
As our Customer Service Representative, you will be responsible for providing exceptional service to customers by addressing inquiries, resolving issues, and offering support across various channels (phone, email, chat) and handle blended outbound and inbound customer service. You will ensure customer satisfaction by delivering timely and effective solutions, maintaining product knowledge, and fostering positive relationships with clients. 
   
Your Main Assignment Responsibilities Will Include: 

• Customer Support: Respond to inquiries and resolve customer issues across multiple channels (phone, email, chat). 
• Product Knowledge: Provide accurate information about products, services, and policies to assist customers. 
• Issue Resolution: Handle complaints and escalate complex issues to relevant departments, ensuring a timely resolution. 
• Order Management: Process orders, returns, or exchanges and assist customers with tracking shipments or managing accounts. 
• Record Keeping: Maintain detailed and accurate records of customer interactions, ensuring follow-ups are completed. 
• Take customer calls and provide accurate, satisfactory answers to their queries and concerns  
• De-escalate situations involving dissatisfied customers, offering patient assistance and support  
• Call clients and customers to inform them about the company’s new products, services and policies  
• Guide callers through troubleshooting, navigating the company site or using the products or services  
• Review customer or client accounts, providing updates and information about billing, shipping, warranties and other account items  
• Collaborate with other call center professionals to improve customer service  
• Help to train new employees and inform them about the company’s customer management policies 

Qualifications: 

• Strong communication, active listening, problem-solving, multitasking, and computer skills. 
• Strong and proven customer service experience with great stability is required 
• Proficiency in customer service software (CRM tools), MS Office, and other relevant tools. 
• Must have patience, proactive, empathy, and a strong customer-centric attitude 
• Ability to handle multiple tasks simultaneously and prioritize effectively in a fast-paced environment. 
• Expertise in the customer service area they focus in, such as accounts, sales, technical support or another area  
• Ability to speak multiple languages, especially those common among callers is a plus 

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