Customer Service Representative

CSS is currently seeking a Customer Service Representative due to business expansion. This role serves as the primary point of contact between the company and its customers, ensuring a smooth, professional, and positive experience. The role focuses on communication, issue resolution, relationship management and coordination between internal teams and clients.

• Act as the main contact for customer inquiries, requests, and concerns
• Provide timely and accurate information about products, services, and processes
• Manage customer communication via phone, email, chat, or in-person meetings
• Collaborate with internal departments to resolve customer issues efficiently
• Track, document, and follow up on customer cases in the CRM system
• Maintain strong relationships with existing customers to support retention
• Support onboarding of new customers, ensuring they understand processes and expectations
• Escalate complex issues to the appropriate team and follow through to resolution
• Gather customer feedback and report trends to leadership
• Assist with service-level monitoring to ensure customer expectations are met

• Strong verbal and written communication skills
• Ability to build positive relationships with customers
• Problem-solving and conflict-resolution abilities
• Good organizational and multitasking skills
• Proficiency with CRM systems and basic computer applications
• Attention to detail and high level of accuracy
• Ability to remain calm and professional under pressure
• Previous experience in customer service, account management, or similar roles preferred

• Customer-focused mindset
• Empathy and active listening
• Clear and confident communication
• Team collaboration
• Reliability and accountability
• Adaptability in a fast-paced environment

• Driving licence (required)