Customer Services - SmartPTT

Overview

The Customer Service position is a critical role within the organization, responsible for providing exceptional support and service to our customers. This role ensures that clients receive timely assistance, resolve any issues they may encounter, and develop a positive relationship with the company. By delivering high-quality customer service, this position directly contributes to customer satisfaction, retention, and loyalty, which are essential for the company's overall success. The Customer Service team acts as the primary point of contact for customers, addressing inquiries and concerns while maintaining a professional and helpful demeanor. This role requires effective communication and interpersonal skills, as well as the ability to work efficiently in a fast-paced environment. As a representative of the company, the Customer Service professional must embody the values and mission of the organization, ensuring that every customer interaction is positive and contributes to a favorable brand image.

Key Responsibilities

Respond to customer inquiries via phone, email, or chat.

Provide accurate and timely information about products and services.

Assist customers in resolving issues and complaints.

Document interactions and maintain detailed records in the CRM system.

Follow up with customers to ensure satisfaction and resolution.

Train and onboard new team members on customer service protocols.

Collaborate with other departments to address customer needs effectively.

Identify trends in customer feedback and escalate issues as necessary.

Proactively engage with customers to enhance their experience.

Handle billing inquiries and process orders efficiently.

Monitor and respond to customer reviews and social media inquiries.

Maintain a positive and professional demeanor at all times.

Develop and implement customer service best practices.

Stay updated on product knowledge and company policies.

Participate in team meetings and contribute to service improvement discussions.

Required Qualifications

High school diploma or equivalent; bachelor’s degree preferred.

Proven experience in a customer service role.

Strong verbal and written communication skills.

Excellent problem-solving abilities.

Proficiency in using CRM software and Microsoft Office Suite.

Ability to multitask and manage time effectively.

Experience working in a fast-paced environment.

Strong organizational and tracking skills.

Ability to work both independently and as part of a team.

Willingness to learn about new products and industry developments.

Empathy and a customer-centric mindset.

Ability to handle stress and remain calm under pressure.

Detail-oriented with a focus on accuracy.

Availability to work flexible hours, including weekends.

Prior experience in a retail or call center setting is a plus.