Customer Service Representative

About the Role

This role involves providing customer service and support.

Key Responsibilities

• Follow established processes and systems to ensure customer care standards are met or exceeded.
• Maintain a positive, empathetic, and professional attitude toward customers.
• Develop a strong knowledge of the product portfolio and procedures.
• Demonstrate 100% follow-through on commitments for one-call resolution.
• Effectively communicate additional promotions and services.
• Process customer orders courteously, efficiently, and with minimal errors.
• Properly document customer complaints and concerns immediately and facilitate satisfactory resolution.
• Communicate effectively with leaders, including the Customer Service Supervisor & Manager, updating them regularly on customer expectations and addressing any problems or issues.
• Regularly attend and participate in team meetings.
• Participate in ongoing training and development.
• Provide quality customer service by answering incoming customer calls and entering orders, responding to customer questions/concerns.
• Communicate with customers through various channels (Phone, email, chat).
• Engage with clients in a friendly and professional manner while actively listening to their concerns.
• Offer support and solutions in accordance with company customer service policies.
• Identify customer questions, complaints, and concerns, and provide sufficient answers and solutions.
• Redirect customers to appropriate departments and teams when necessary and follow up on complaint/question status to ensure resolution.
• Collaborate with team members and other company departments to ensure overall customer and product satisfaction.
• Other duties as assigned by Manager.

Requirements & Tech Stack

• Initiative
• Attendance
• Motivation
• Ability to type and use computer
• Multitasker
• Quality Assurance – 90% Rating on calls/emails/chat interactions
• Answered Interactions– 99% of Interactions are answered
• Attendance – Compliance to the attendance policy

Qualifications

• High school diploma
• Optical experience (desirable)
• Likes talking and working with people (desirable)