Customer Service Representative

Purpose

Customer Service Representatives serve as the primary interface between customers and the company, providing assistance, resolving inquiries, and ensuring positive interaction experiences. Responsible for delivering exceptional customer service across various communication channels such as phone calls (inbound and outbound), email, and social media.

• Efficiently handle high volumes of incoming and outgoing calls promptly
• Provide product or service details
• Offer troubleshooting support and solutions to address customer requirements
• Address and resolve customer issues, complaints, and requests promptly and effectively
• Develop a comprehensive understanding of the company’s products or services, including features, benefits, and usage guidelines
• Identify customer needs, clarify information, research each issue, and provide solutions or alternatives
• Communicate effectively and professionally with customers to build rapport and trust
• Practice active listening to understand customer needs and concerns, responding with empathy and understanding
• Exhibit clear verbal and written communication skills when interacting with customers and colleagues
• Aim to surpass customer expectations and ensure a positive experience at every interaction
• Develop and nurture enduring relationships with customers through personalized support and a dedicated commitment to their success
• Follow communication scripts when handling different topics
• Achieve personal and team goals both qualitative and quantitative
• Validate and resolve customer complaints, ensuring closure with customers and in our systems
• Ensure alignment with Shaker Group’s vision, mission, values, and strategic priorities and compliance with its guidelines

• Excellent verbal and written communication skills
• Effective problem‑solving and negotiation abilities
• Excellent organizational and time‑management skills
• Empathy towards customers’ emotions and perspectives
• Basic computer proficiency with word processing, email, and social media
• Ability to work well under pressure and manage multiple priorities efficiently
• Adhering to schedules and deadlines