Customer Service Representative (CSR)

The Customer Service Representative (CSR) serves as the primary point of contact for customers, providing timely and accurate information and ensuring a high level of customer satisfaction. This role involves handling customer communications, processing requests, and maintaining positive customer relationships. 

• Customer Service Experience

• Strong Verbal Skills

• Grade 1-3 in English

• Positive attitude and professionalism

• Ability to multi-task and work in a fast-paced environment

Customer Support 

• Respond to customer inquiries via phone and email in a professional and timely manner 

• Address customer concerns and complaints with empathy and efficiency 

Issue Resolution 

• Identify and assess customer needs to achieve satisfactory resolutions 

• Assess problems and escalate complex issues to the service coordinators 

• Follow up with customers to ensure issues are fully resolved 

Documentation & Reporting 

• Maintain accurate records of customer interactions in relevant software. 

• Prepare reports on customer feedback and recurring issues 

• Provide insights to improve service quality and customer experience 

Customer Relationship Management 

• Maintain strong relationships with customers 

• Ensure a positive customer experience at all touchpoints 

• Meet or exceed performance metrics (KPIs), including response time and customer satisfaction