Customer Service Specialist

Job Description:

• Handle inbound and outbound customer calls in a professional and courteous manner.
• Provide information, answer inquiries, and resolve customer issues or concerns.
• Follow company policies and procedures while assisting customers.
• Accurately document all customer interactions and transactions in the CRM (Customer Relationship Management) system.
• Meet or exceed performance goals, including call quality, productivity, and customer satisfaction metrics.
• Collaborate with other team members and departments to resolve complex customer issues.
• Upsell or cross-sell products and services when appropriate.
• Stay updated on company products, services, and promotions to provide accurate information to customers.
• Maintain a positive attitude and patience when dealing with challenging customers.
• Adhere to call center scripts and guidelines to ensure consistent service delivery.
• Continuously strive to improve customer service skills and product knowledge through training and development programs.
• Follow compliance and regulatory requirements related to customer interactions and data privacy.

Requirements:

• High school diploma or equivalent; some college education preferred.
• Previous experience in customer service or call center environment is a plus.
• Excellent communication skills, both verbal and written.
• Strong problem-solving and decision-making abilities.
• Ability to multitask and navigate computer systems efficiently.
• Willingness to work in a fast-paced and dynamic environment.
• Flexibility to work evenings, weekends, and holidays as needed.
• Familiarity with CRM software and call center technology is beneficial.
• Commitment to providing exceptional customer service and satisfaction.
• Ability to work independently and as part of a team.