Customer Service Representative

Customer Service Representative (CSR)

Responsibilities

• Be confident and comfortable communicating over the phone and handling a high volume of phone calls daily


• Generate sales leads and identify sales opportunities during the customer service process


• Identify and assess customers’ needs to achieve high-level customer experience/satisfaction


• Build sustainable relationships and trust with customer accounts through open and interactive communication


• Provide accurate, valid, and complete information by using the right methods/tools including email and phone


• Meet personal/customer service team KPI targets


• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution


• Keep excellent records of customer interactions, process customer accounts, and file documents via Salesforce


• Take the extra mile to engage customers and lead with empathy

Requirements

• Proven customer support experience or experience as a Client Service Representative


• Passion for helping people


• Strong phone contact handling and active listening skills


• Familiarity with CRM systems and best practices


• Customer orientation and ability to adapt/respond to different types of situations on the


• strategically agile


• Independent thinker


• Excellent communication skills


• Ability to multi-task, prioritize, and manage time effectively


• Fluent in English, both written and oral


• Experience in luxury goods and/or jewelry is preferred