Customer Service Representative

Essential Duties and Responsibilities

• Attend to and resolve customer inquiries, requests, and complaints via email, or other channels.
• Provide clear and accurate information about products
• Order management
• Expedite material when necessary
• Escalate complex issues to higher levels when necessary.
• Follow up on pending cases until resolution.
• Collaborate with other departments to ensure customer satisfaction.
• Suggest improvements to service processes based on customer feedback.

Requirements and Preferred Skills

• Bachelors Degree International Business, Administration or related that provides exposure to fundamental theories, principles and concepts
• 0-1 years or in similar positions
• Verbal and written communication skills.
• Empathy and ability to handle difficult situations with patience and professionalism.
• Results-oriented and problem-solving skills.
• Ability to work under pressure and in a team environment.
• Microsoft Office knowledge
• Advanced English Proficiency - Writing, Reading, Speaking.

Competencies

• Listening Skills
• Attentive Listening
• Resolving Conflict
• Personal Organization
• Know Our Business - Understands the organization's mission and priorities
• Educates the customer—Proactively shares information, insights, and rationale about the situation to increase the customer's understanding and confidence in services and capabilities; guides customer expectations to prevent misunderstandings and dissatisfaction.
• Communicates with impact—Focuses communications to have a positive effect on others; uses forceful and compelling language and tone to stimulate others' thinking and actions; uses analogies, illustrations, or colorful expressions to create mental images; uses visual aids when appropriate to enhance the impact of the content.