Customer Service Representative Job Description

We are looking for a Customer Service Representative to be the first point of contact for our customers by phone, chat and email. You will answer questions, solve problems and make sure every person leaves the conversation feeling helped. You will work closely with your team lead and with other departments to resolve complex cases and to pass customer feedback back to the people who can act on it.

Responsibilities

• Respond to customer enquiries by phone, chat and email in a courteous and professional way
• Identify the customer's need, diagnose the problem and provide an accurate solution or the right next step
• Process orders, changes, returns, refunds and complaints according to company procedures
• Record every contact clearly in the CRM or ticketing tool so colleagues can follow the case
• Escalate complex or sensitive cases to the right team with a complete summary
• Follow up with customers to confirm that their issue has been fully resolved
• Keep up to date with products, services, prices and policies
• Report recurring issues and customer feedback to your team lead
• Meet agreed targets for response time, resolution and customer satisfaction

Requirements

• Previous experience in customer service, sales support or another customer-facing role is an advantage
• Excellent spoken and written communication in the working language of the team
• Patience, empathy and the ability to stay calm with frustrated customers
• Good problem-solving skills and attention to detail
• Comfortable with computers, a CRM or ticketing tool and fast, accurate typing
• Ability to manage several tasks at once and to prioritise
• Willingness to work in a team and to follow procedures while using good judgement

Nice to Have

• Fluency in a second language
• Experience with a ticketing platform or a CRM
• Experience in our industry
• Training in complaint handling or de-escalation