Responsibilities
Customer Interaction: Handle inbound/outbound customer calls, emails, and chats in a professional, courteous manner
Issue Resolution: Address customer inquiries, complaints, and service requests promptly and effectively
Product/Service Knowledge: Maintain thorough understanding of company offerings to provide accurate information
Documentation: Maintain accurate records of customer interactions and follow up as needed
Problem Solving: Troubleshoot issues, identify solutions, and follow up to ensure resolution
Policy Adherence: Follow company protocols, scripts, and compliance requirements
Team Collaboration: Work with supervisors and team members to improve service quality
Performance Metrics: Meet or exceed key performance indicators (KPIs) including call quality, handle time, and customer satisfaction scores. Provide a positive customer experience that aligns with the company's brand and values.
Requirements
Education: High school diploma or equivalent
Experience: Previous customer service experience preferred; call center experience a plus; preferably within the Logistics and e-commerce industry
Communication: Excellent verbal and written communication skills
Technical Proficiency: Comfortable with computers, CRM software, and multiple communication channels
Problem-Solving: Strong analytical abilities and solution-oriented mindset
Adaptability: Ability to handle difficult conversations and remain calm under pressure; smooth adaption to customer schedule.
Multitasking: Capable of managing multiple systems while maintaining conversation quality
Language Skills: Bilingual abilities may be required for specific positions.