Job Title: CSR– Phone, Email & Chat
Department: Operations
Reports To: Fer
Job Summary:
The CSR – Phone, Email & Chat provides high-quality support to customers via phone, email, and chat, ensuring a seamless and positive experience. They actively listen to customer concerns, resolve issues efficiently, and provide accurate solutions in a timely manner. By maintaining professionalism and adhering to company policies, they play a vital role in enhancing customer satisfaction and upholding service excellence.
Key Responsibilities:
Customer Interaction & Issue Resolution:
Respond to customer inquiries via phone, email, and chat with professionalism and empathy.
Resolve issues efficiently while providing accurate information.
Documentation & Compliance:
Maintain detailed records of customer interactions in the CRM system.
Adhere to company policies, procedures, and service level agreements (SLAs).
Escalation & Collaboration:
Escalate complex issues to the appropriate teams while ensuring a seamless customer experience.
Work closely with team members and other departments to improve support processes.
Proactive Customer Engagement:
Identify customer needs and offer relevant solutions or recommendations.
Required Qualifications:
Proven experience in customer support, preferably in phone, chat, and email-based roles.
Excellent written and verbal communication skills for clear and professional responses.
Strong problem-solving skills with a detail-oriented approach.
Ability to multitask, prioritize tasks, and manage time efficiently in a fast-paced environment.
Calm and composed demeanor under pressure, with strong conflict resolution skills.
Empathetic and patient approach when handling customer concerns.
Proficiency in using chat and email support tools.
Preferred Qualifications:
Experience handling multiple support channels (phone, email, and chat) simultaneously.
Familiarity with ticketing systems, knowledge bases, and remote troubleshooting.
Experience with CRM systems.
Familiarity with Google Workspace and other collaboration tools.
Key Competencies:
Soft Skills: Excellent communication, active listening, problem-solving, and empathy.
Technical Skills: Strong typing speed, data entry accuracy, and ability to navigate multiple systems.
Time Management: Ability to prioritize tasks and manage multiple conversations efficiently.
Adaptability: Quick learner with a positive attitude in a fast-paced environment.
Teamwork: Strong collaboration skills and a willingness to assist colleagues when needed.
Physical Requirements/Work Environment (if applicable)
§ A laptop or desktop computer running Windows 10 or later.
§ Reliable high-speed internet connection with at least:
*30 Mbps download speed
*5 Mbps upload speed (testable via speedtest.net).
§ Backup internet connection is required.
§ A dedicated work area free from distractions and background noise
Salary Range: Will be disclosed in the job offer.
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