Job Description

Job Description

Job Description

Job Title: Call Center Customer Service Assistant

Job Location: Philadelphia, PA

Department: Customer Service

Reports To: Customer Service Manager

Job Summary: We are seeking a motivated and customer-oriented Call Center Customer Service Assistant to join our dynamic team. The ideal candidate will be responsible for handling inbound and outbound customer calls, providing information, resolving issues, and ensuring a positive customer experience. This role requires excellent communication skills, problem-solving abilities, and a strong commitment to customer satisfaction.

Key Responsibilities:

• Answer inbound customer calls and assist with inquiries related to products, services, or account information.
• Provide accurate information regarding products, services, policies, and procedures.
• Process customer orders, requests, and returns accurately.
• Document customer interactions and transactions in the CRM system.
• Identify and escalate complex issues to higher-level support teams when necessary.
• Maintain knowledge of the company's products and services to provide up-to-date information.
• Meet or exceed daily, weekly, and monthly performance metrics, including call handling time, customer satisfaction scores, and resolution rates.
• Provide excellent customer service while maintaining a positive, friendly, and professional demeanor.
• Collaborate with other departments to address and resolve customer issues.

Qualifications:

• High school diploma or equivalent; some college education preferred.
• Strong verbal communication skills with the ability to clearly convey information.
• Active listening skills and empathy for customer concerns.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Proficiency in using customer service software, databases, and basic computer applications.
• Strong problem-solving skills with a customer-first approach.

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