Sr. Customer Service Representative

Job Description

Job Description

We are looking for a top notch, professional Sr. Customer Service Representative to join the team on a CONTRACT TO HIRE basis. This role involves providing support through phone and email communication for a website and related services, handling order fulfillment, managing customer data, and offering assistance with events such as conferences and trainings. The position requires both technical knowledge and strong interpersonal skills to effectively address customer needs, foster positive relationships, and ensure satisfaction.

Customer Service :

• Act as the first point of contact for customers via phone, email, or in-person interactions, resolving issues or escalating concerns as needed.
• Develop a thorough understanding of the organization’s website, services, and processes.
• Monitor customer accounts and take necessary actions proactively.
• Deliver exceptional customer service to maintain positive client relationships.
• Utilize software tools such as MS Outlook 365, Zoom Phones, Zoom Meetings, and Zoom Contact Center to manage customer requests.
• Collect customer feedback and report key insights to leadership for improving services.
• Exhibit empathy and active listening in interpreting customer needs.
• Provide guidance to customers regarding products and services that may benefit them.
• Stay updated on system, product, and service advancements or upgrades.
• Train and onboard new customer service representatives.

Orders and Shipments :

Additional Responsibilities :

Knowledge, skills, and abilities :

Education and experience :