Customer Service Representative / Customer Representative Manager

Customer Service Representative / Customer Representative Manager

The Customer Service Representative / Customer Representative Manager is responsible for managing customer interactions, supporting service operations, and ensuring a positive customer experience across various communication channels. This role involves addressing customer inquiries, resolving service-related issues, coordinating customer support activities, and maintaining strong relationships with customers to support organizational objectives and service quality standards.

Key responsibilities include responding to customer inquiries, providing accurate product and service information, handling customer requests, and resolving complaints in a professional and timely manner. The role also involves monitoring customer feedback, maintaining customer records, coordinating service requests, and identifying opportunities to improve customer satisfaction. Additional responsibilities include supporting customer retention initiatives, evaluating service performance, preparing customer service reports, and collaborating with sales, marketing, and operations teams to ensure consistent service delivery.

The position requires strong communication, interpersonal, and problem-solving abilities, together with a customer-focused approach. The successful candidate will contribute to improving service efficiency, strengthening customer relationships, enhancing customer satisfaction, and supporting the continuous development of customer service standards.

• Bachelor's degree in Business Administration, Customer Relationship Management, Communications, Marketing, or a related discipline.
• Strong understanding of customer service principles, customer relationship management, and service delivery procedures.
• Knowledge of complaint handling, customer support processes, and customer satisfaction measurement.
• Ability to manage customer inquiries, resolve service issues, and maintain accurate customer information.
• Familiarity with CRM platforms, customer support systems, ticketing software, and Microsoft Office applications.
• Understanding of customer retention, service quality monitoring, and customer experience improvement.
• Excellent verbal and written communication skills.
• Strong interpersonal, analytical, and problem-solving abilities.
• Ability to manage multiple customer requests and coordinate effectively with different departments.
• Professional attitude, patience, adaptability, and commitment to maintaining high service standards.