Job Summary

The Customer Care Representative is responsible for ensuring customer satisfaction by addressing inquiries, resolving complaints, and providing accurate information about products and services. The role requires excellent communication skills, empathy, and the ability to handle a variety of customer concerns in a professional manner.

Key Responsibilities

1. Customer Interaction

• Respond promptly to customer inquiries via phone, email, chat, or in person.
• Provide detailed and accurate information about company products, services, and policies.
• Handle a high volume of interactions while maintaining professionalism and a positive attitude.

1. Issue Resolution

• Troubleshoot and resolve customer complaints or issues effectively.
• Coordinate with other departments to ensure prompt resolution of technical, billing, or service-related problems.
• Follow up with customers to ensure their concerns are fully addressed and resolved.

1. Customer Experience Enhancement

• Build and maintain positive relationships with customers to foster loyalty.
• Identify opportunities to upsell or cross-sell products and services when appropriate.
• Gather customer feedback to help improve products, services, and customer support processes.

1. Record Keeping

• Maintain detailed and accurate records of customer interactions in the CRM system.
• Process orders, returns, exchanges, and refunds according to company procedures.
• Prepare regular reports on customer issues and feedback for management.

Qualifications

Education & Experience

• High school diploma or equivalent (Bachelor’s degree preferred).
• Prior experience in customer service or a similar role is an advantage.

Skills & Competencies

• Excellent verbal and written communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Proficiency in using CRM software and basic office applications.
• Ability to multitask and manage time effectively.

Personal Attributes

• Customer-focused with a friendly and empathetic demeanor.
• Patience and resilience under pressure.
• Strong attention to detail and ability to work independently or as part of a team.

Key Performance Indicators (KPIs)

• Customer satisfaction scores (CSAT).
• First Contact Resolution (FCR) rate.
• Average Response Time (ART) and Average Handling Time (AHT).
• Retention rate and positive feedback percentages.