Customer Service Rep (1 opening)

Job Description

Customer Service Representative (CS) is responsible for interacting with customers to provide information in response to inquiries, address complaints, and resolve issues. Their role is critical in maintaining customer satisfaction and loyalty.

• Handle inbound and outbound calls, emails, or chat inquiries from customers.
• Respond to customer inquiries regarding products, services, policies, and account information.
• Provide accurate and efficient information to resolve customer concerns.
• Troubleshoot issues, identify problems, and work towards resolving customer complaints.
• Escalate unresolved issues to the appropriate departments, when necessary.
• Assist customers with placing orders, processing returns, and tracking shipments.
• Update customer accounts and maintain accurate records of interactions.
• Document all customer interactions, including questions, complaints, and resolutions, into the system.
• Generate reports on common customer service issues and communicate trends to management.
• Stay updated on company policies, procedures, and product updates.
• Ensure compliance with company standards in customer interactions.
• Collect customer feedback and relay it to the appropriate teams to help improve services and products.
• Participate in training sessions and meetings to enhance customer service skills.

Qualifications

• Education: High school diploma or equivalent.
• Experience: Prior customer service experience is required.
• Skills: Excellent communication (verbal and written) and interpersonal skills. Ability to multitask, prioritize, and manage time effectively. Problem-solving skills and attention to detail. Proficiency with computers and customer relationship management (CRM) software.

Work Environment

Office-based
On site 5 days a week until they are trained, then 4 days week and Friday remote
Monday-Friday - Shifts may have varied start times 8am to 9.30am

Key Competencies

• Empathy: Understanding and addressing customer needs effectively.
• Patience: Staying calm and composed during stressful situations.
• Teamwork: Collaborating with peers and other departments to achieve customer satisfaction.
• Adaptability: Being flexible and open to learning new systems and processes.

Dexian stands at the forefront of Talent + Technology solutions with a presence spanning more than 70 locations worldwide and a team exceeding 10,000 professionals. As one of the largest technology and professional staffing companies and one of the largest minority-owned staffing companies in the United States, Dexian combines over 30 years of industry expertise with cutting-edge technologies to deliver comprehensive global services and support. Dexian connects the right talent and the right technology with the right organizations to deliver trajectory-changing results that help everyone achieve their ambitions and goals.

To learn more, please visit https://dexian.com/.

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.