Customer Service Representative

Description

Customer Experience Agent will report to the Customer Services Manager and will be responsible for delivering exceptional customer experience by resolving issues efficiently, maintaining accurate customer records, and fostering positive relationships. This role will support customer satisfaction, loyalty, and retention by following company procedures, addressing inquiries promptly, and contributing to the continuous improvement of service standards.

Duties & Responsibilities:

• Build and maintain sustainable relationships of trust through open and interactive communication.
• Ensure all customer requests, inquiries, and complaints are handled promptly and resolved effectively.
• Track and follow up on customer orders throughout the process to ensure deadlines are met and promptly inform customers of any potential delays or issues.
• Prepare weekly status reports for each customer, detailing all open orders, open quotes, and any other relevant updates or risks.
• Provide accurate, valid, and complete information using appropriate tools and methods.
• Assist  with order placement, refunds, exchanges, warranties, recalls, and product  troubleshooting.
• Manage large volumes of incoming calls and customer interactions.
• Record, process, and file all customer interactions and documentation.
• Sell products and services (local, domestic, and international) as required.
• Meet individual and team sales targets.
• Open and maintain customer accounts by recording and updating account information.
• Compile and submit reports on customer satisfaction and service performance.
• Handle policy changes, renewals, and account updates.
• Communicate and coordinate with internal departments to achieve optimal results for customers.
• Follow all company policies, processes, communication standards, and guidelines consistently.
• Contribute to team efforts by accomplishing related results as needed.
• Use computer systems effectively to handle high call volumes.
• Travel may be required to visit customers and attend industry conferences.
• Build and maintain sustainable relationships of trust through open and interactive communication.
• Ensure all customer requests, inquiries, and complaints are handled promptly and resolved effectively.
• Track and follow up on customer orders throughout the process to ensure deadlines are met and promptly inform customers of any potential delays or issues.
• Prepare weekly status reports for each customer, detailing all open orders, open quotes, and any other relevant updates or risks.
• Provide accurate, valid, and complete information using appropriate tools and methods.
• Assist with order placement, refunds, exchanges, warranties, recalls, and product troubleshooting.
• Manage large volumes of incoming calls and customer interactions.
• Record, process, and file all customer interactions and documentation.
• Sell products and services (local, domestic, and international) as required.
• Meet individual and team sales targets.
• Open and maintain customer accounts by recording and updating account information.
• Compile and submit reports on customer satisfaction and service performance.
• Handle policy changes, renewals, and account updates.
• Communicate and coordinate with internal departments to achieve optimal results for customers.
• Follow all company policies, processes, communication standards, and guidelines consistently.
• Contribute to team efforts by accomplishing related results as needed.
• Use computer systems effectively to handle high call volumes.
• Travel may be required to visit customers and attend industry conferences.

Requirements

Preferred Skills & Knowledge

• Familiarity with Quantum and Microsoft Teams (preferred, not required).
• Strong accuracy, attention to detail, and organizational skills.
• Excellent communication, problem-solving, and interpersonal abilities.
• Ability to adapt to policy, process, and system changes.
• Competence in multitasking and handling high-pressure situations.