Customer Service Representative

About the Role

This role focuses on providing optimal customer experience, exhibiting company values, and accurately processing various customer requests to generate new and repeat business.

Key Responsibilities

• Provides optimal customer experience, exhibiting company values to each customer.
• Accurately processes various types of customer requests, including orders, special handling, quotes, returns, catalogs, samples, product information, and information regarding company services.
• Determines customer expectations and provides options to meet their needs.
• Generates new and repeat business through customer service initiatives and offering associated products and promotional items.
• Follows up with customers to ensure ongoing customer satisfaction.
• Promotes and maintains high standards of quality and service excellence.
• Processes work in a timely manner and meets daily productivity objectives; displays a sense of urgency while achieving quality and productivity goals.
• Researches and expedites customer requests.
• Monitors and ensures delivery date and product quality to meet customer requirements.
• Provides price and delivery quotes to customers within company-specified deadlines.
• Understands and correctly works with multiple currencies and other requirements about processing international orders.
• Provides Chat support as required, in the local language plus other required languages.
• Supports and participates in the company's total quality and customer service expectations.

Requirements & Tech Stack

• Effective time management and planning/organizing skills.
• Professional verbal and written communication in the local language (minimum), including in a telephone environment.

Qualifications

• Successful completion of Customer Service Representative I Professional Progression Plan.
• Consistently meets or exceeds Customer Service Representative II performance metric requirements.
• Bachelor’s degree.