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.

Key Responsibilities 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 Required

Skills and Qualifications 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 Competencies Customer-focused mindset Empathy and active listening Clear and confident communication Team collaboration Reliability and accountability Adaptability in a fast-paced environment Licence/Certification Driving licence (required)