Customer Service Representative

HireQuotient • San Francisco, CA

9h

About The Position

We are seeking an experienced Customer Service professional to join our team in San Francisco. This is a Mid-Level, Full-Time position requiring 4 to 6 years of working experience. The successful candidate will become an integral part of our team, ensuring high-quality support and satisfaction for our customers while using their expertise, particularly in CRM software and related customer service tools.

Requirements

• Proficiency in CRM software, with hands-on experience in Zendesk and Salesforce Service Cloud, demonstrating effective customer relationship management.
• Exceptional active listening skills to accurately understand and address customer concerns, ensuring their issues are resolved efficiently.
• Strong conflict resolution skills, with the ability to handle challenging situations and turn negative experiences into positive ones.
• Competence in multichannel communication, adept at providing support via phone, email, chat, and other channels seamlessly.
• Empathy skills to connect with customers on a personal level, demonstrating understanding and care for their needs.
• Experience with live chat support tools, ensuring timely and effective response to customer inquiries online.
• Ability to work independently and also part of a team, collaborating with colleagues to enhance customer service quality.
• Solid problem-solving skills, capable of analyzing customer issues and crafting effective solutions promptly.

Responsibilities

• Effectively manage customer inquiries, complaints, and feedback through various channels, ensuring a high level of satisfaction.
• Utilize CRM systems to track, manage, and follow-up on customer interactions and retain detailed records.
• Collaborate with internal teams to resolve complex issues and improve service processes, contributing to overall efficiency.
• Provide proactive support to customers through live chat, email, and phone to address and resolve their queries swiftly.
• Remain informed about product updates and company policies to deliver accurate information to customers.
• Develop and maintain comprehensive knowledge of our products and services to assist customers effectively.
• Contribute to the creation of customer support documentation, offering insights to improve future responses.
• Identify opportunities for process improvement and propose solutions to enhance service delivery and customer experience.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed