What are the responsibilities and job description for the Customer Service Representative position at 24 Seven Talent?
Customer Service Representative
Position Overview
Seeking a customer-focused professional to provide exceptional support through email and chat channels. This role is responsible for responding to customer inquiries, resolving issues, documenting interactions, and ensuring a positive customer experience. The ideal candidate is a strong written communicator who can multitask in a fast-paced environment while maintaining professionalism and attention to detail.
Key Responsibilities
- Respond promptly and accurately to customer inquiries received via email, online messaging, and written correspondence.
- Resolve customer concerns using strong problem-solving, conflict resolution, and negotiation skills.
- Partner with field teams, store leadership, and internal departments to research and resolve customer issues.
- Escalate complex or sensitive situations appropriately to ensure timely resolution.
- Accurately document customer interactions and case updates within the customer tracking system.
- Maintain ownership of customer cases until they are fully resolved and closed.
- Deliver a positive customer experience while representing the organization's values and service standards.
- Moderate customer interactions on social media, following established escalation and moderation guidelines when applicable.
- Manage a high volume of inbound and outbound communications while maintaining quality and accuracy.
- Support additional projects and responsibilities as assigned.
Qualifications
- Strong conflict resolution and de-escalation skills.
- Excellent analytical, critical thinking, and problem-solving abilities.
- Outstanding written communication and active listening skills.
- Strong organizational, prioritization, and time management skills.
- Ability to multitask effectively in a fast-paced environment.
- Proficiency with Microsoft Office, including Outlook, Word, and Excel.
- Strong typing and computer skills.
- Experience with social media moderation is a plus.
- Ability to remain objective and professional when handling challenging customer interactions.
- Comfortable working collaboratively in a team environment.
Work Requirements
- Reliable high-speed internet connection.
- Dedicated, quiet workspace free from background noise and suitable for video meetings and online collaboration.