The Customer Service Associate (CSA) is responsible for providing superior customer service by focusing on the individual needs of each customer and recommending the appropriate service while directing the customer as to where to go next, according to the outlined procedures that follow.
Responsibilities:
Responding to customer inquiries via phone, email, live chat, or in person with accuracy and efficiency
Resolving product or service problems by clarifying the customer's complaint, determining the cause of the issue, selecting and explaining the best solution, and following up to ensure resolution
Processing orders, forms, applications, and requests from customers
Maintaining a thorough knowledge of the company's products or services to provide accurate information to customers
Documenting customer interactions, transactions, comments, and complaints in a CRM system or customer service database
Working closely with other departments to find solutions and resolve matters in a timely manner
Managing a large volume of customer calls or messages while maintaining a positive, empathetic, and professional attitude
Providing feedback on the efficiency of the customer service process to help improve customer experiences
Identifying and assessing customers' needs to achieve satisfaction and provide personalized service
Handling customer complaints, providing appropriate solutions and alternatives within the time limits, and following up to ensure resolution
Following communication procedures, guidelines, and policies set by the company
Continuously learning about new products and services to enhance the support provided to customers