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Hours: 37.5 hours per week (From 8-10am to 4-6pm flex)
Job Overview
The company is seeking a highly skilled and dedicated Customer Service Agent to join our dynamic team. As a Customer Service Agent, you will play a crucial role in ensuring exceptional customer experiences and satisfaction. Your responsibilities include handling customer inquiries, resolving issues, and providing accurate and timely information. The ideal candidate will possess excellent communication skills, a strong customer service orientation, and the ability to handle challenging situations with professionalism and empathy.
Key Responsibilities:
1. Respond promptly and professionally to customer inquiries via various channels.
2. Provide accurate and comprehensive information to customers regarding products, services, policies, and procedures.
3. Identify and assess customer needs, troubleshoot problems, and provide solutions or escalate issues.
4. Process customer orders, returns, exchanges, and refunds according to company policies.
5. Maintain accurate records of interactions and transactions in the CRM system.
6. Collaborate with teams to resolve complex issues and ensure timely resolution.
7. Proactively seek opportunities to improve customer satisfaction and provide feedback.
8. Stay updated with product knowledge, industry trends, and company updates.
9. Adhere to SLAs and maintain professionalism, empathy, and courtesy in all interactions.
10. Participate actively in team meetings, training, and share best practices.
Minimum Qualifications:
* High school qualifications or equivalent
* At least 1 year of customer service experience
* Proficient with Microsoft Office Suite (Excel, Word, Access, Outlook)
* Experience with Customer Service software
Preferred Qualifications:
* Ability to work independently in a fast-paced environment
* Experience with a multi-line telephone system
* Strong problem-solving and interpersonal skills
* Excellent verbal and written communication skills
* Dependable team player
* Ability to prioritize workload and meet deadlines
Additional Details:
* Seniority level: Associate
* Employment type: Contract
* Job function: Customer Service
* Industries: Pharmaceutical Manufacturing
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