Customer Service Representative

Responsible for providing the highest quality of customer service to internal and external customers. This includes responding to inquiries via email, phone, and live chat; entering orders; processing return authorizations and change requests; maintaining the customer master file; escalating issues appropriately; and completing other administrative support tasks.

• Enter orders, change requests, return authorizations, and expedite requests in CRM system.
• Respond to customer inquiries via email and/or phone professionally and promptly (e.g., providing ETAs, assisting with billing issues, escalating when necessary).
• Maintain the customer master file and process changes and return authorizations in ERP system.
• Stay informed about updates to policies, products, and services.
• Use critical thinking to devise solutions for customers and follow up to ensure resolution.
• Perform other job-related duties and office administrative tasks as assigned.

1. Proven experience in customer service.
2. Experience managing multiple projects.
3. Outstanding written and oral communication skills.
4. Proficiency in Excel and Word.
5. Ability to work in a cross-functional, cross-country team environment.
6. Strong self-management and task management skills.
7. Excellent organizational and administrative abilities.
8. Attention to detail.
9. Calm and analytical approach to problem-solving.
10. Willingness to work as part of a team.
11. Ability to communicate effectively in English (or local language).

• Processes orders, prepares correspondence, and fulfills customer needs to ensure satisfaction.
• Requires a high school diploma or equivalent and 03 years of experience in the field or related area.
• Knowledge of commonly used concepts, practices, and procedures within the field.
• Works under immediate supervision, following instructions and pre-established guidelines.
• Typically reports to a supervisor or manager.