Customer Service Representative

Overview

This role is focused on assisting customers through phone, email, and other communication channels. The main goal is to answer questions, address concerns, and handle complaints in a timely way so that customers receive a smooth and positive service experience.

Key Responsibilities

• Reply to customer questions and share the information they need.
• Track and follow up on customer requests submitted through different systems.
• Manage complaints and continue follow-up until the issue is resolved.
• Enter and maintain customer information in the approved systems, and gather related reports and statistics.
• Refer repeated issues and important observations to the appropriate departments, monitor progress, and keep the customer informed.
• Work in line with defined KPIs and service standards.
• Support improvements in customer experience and service quality by identifying customer pain points and coordinating with relevant stakeholders.

Requirements

• A bachelor’s degree is required.
• Strong spoken and written communication skills are essential.
• You should be able to handle customers professionally and solve problems effectively.
• Comfort using computers and Microsoft Office tools is expected.
• The ability to stay calm under pressure and manage time well is important.
• Prior experience in customer service or call center environments is preferred.