Customer Service Representative (Remote)

Customer Service Representative | Elite WhereGO | United Arab Emirates

Job Title: Customer Service Representative .

Job Overview:

The Customer Service Representative (CSR) is responsible for ensuring customer satisfaction by providing exceptional service and support. This role involves addressing customer inquiries, handling complaints, managing service issues, and ensuring the timely and accurate delivery of goods. The CSR plays a crucial role in maintaining positive relationships with customers and contributing to the company’s reputation for reliability and efficiency.

Key Responsibilities:

1. Customer Inquiries & Support:

• Handle inbound customer calls, emails, and live chat messages related to delivery services.
• Provide clear, accurate, and timely information about delivery status, tracking, pricing, and policies.
• Assist customers with scheduling, rescheduling, or canceling deliveries.
• Guide customers in using the company’s website or app for tracking or service requests.

2. Issue Resolution:

• Address and resolve customer complaints or concerns in a professional and timely manner.
• Investigate and resolve issues related to delayed deliveries, damaged goods, or lost packages.
• Collaborate with the operations team to ensure smooth resolution of any service disruptions or errors.

3. Order Management:

• Assist customers with placing orders for delivery services, ensuring all necessary details are captured.
• Provide customers with confirmation of order details and expected delivery windows.
• Track orders in real-time to inform customers of any changes or delays.

4. Complaint Handling & Escalation:

• Identify recurring issues or patterns and escalate them to management for further investigation.
• Ensure all complaints are logged in the company’s CRM system and tracked until resolution.
• Follow up with customers after the resolution of their issues to ensure satisfaction.

5. Service Improvement Feedback:

• Collect customer feedback on service quality and delivery experiences.
• Provide suggestions to management based on customer feedback to improve service efficiency, delivery processes, or customer experience.

6. Documentation & Reporting:

• Keep accurate and updated records of customer interactions, service requests, and complaints.
• Prepare daily or weekly reports on customer service metrics, including response times, resolution rates, and customer satisfaction levels.

7. Collaboration with Other Teams:

• Work closely with the delivery, logistics, and operations teams to ensure seamless service delivery and timely problem resolution.
• Coordinate with the billing department to address any customer inquiries regarding payments or invoices.

8. Promotions & Upselling:

• Promote company services, special offers, or new features to customers, ensuring they are aware of additional services available.
• Provide upsell opportunities where appropriate, such as premium delivery services or add-ons.

9. Maintain Knowledge of Company Policies:

• Stay updated on company policies, pricing structures, and industry regulations.
• Ensure customers are provided with accurate and up-to-date information on services, including any changes in delivery schedules, pricing, or terms of service.

10. Training & Development:

• Participate in training sessions to stay informed about new products, delivery systems, and customer service best practices.
• Continuously improve service skills and knowledge to enhance customer satisfaction.

Required Skills & Qualifications:

• Education: High school diploma or equivalent; a college degree or specialized certification in customer service or business is a plus.
• Experience: 1-3 years of customer service experience, ideally in the logistics, delivery, or transportation industry.
• Communication Skills: Strong verbal and written communication skills with the ability to articulate solutions clearly and calmly.
• Problem-Solving Skills: Ability to think on your feet and provide solutions to customer issues or complaints.
• Attention to Detail: Ensuring that all customer requests, orders, and complaints are accurately recorded and addressed.
• Technical Skills: Proficiency in using customer service software (e.g., CRM systems), email, chat platforms, and Microsoft Office Suite.
• Time Management: Ability to manage multiple customer queries simultaneously and prioritize tasks effectively.
• Patience and Empathy: Ability to remain calm and patient in stressful situations, providing empathetic support to customers.

Preferred Qualifications:

• Experience in Delivery/Logistics Industry: Knowledge of delivery processes, shipping options, and tracking tools is an advantage.
• Multilingual Skills: Ability to speak multiple languages can be beneficial in serving a diverse customer base.
• Conflict Resolution Experience: Proven ability to manage and resolve conflicts with difficult customers.

Working Conditions:

• Schedule: Full-time, typically during standard business hours (9 AM – 5 PM). Depending on the company, evening or weekend shifts may be required.
• Environment: Office setting, possibly with the option for remote work, depending on the company policy.
• Stress Levels: High during peak times (holidays, sales, etc.) or when dealing with service disruptions or customer complaints.

Key Performance Indicators (KPIs):

• Customer Satisfaction (CSAT): Regular feedback on service quality and support satisfaction.
• First Contact Resolution (FCR): Percentage of issues resolved during the first contact.
• Average Handling Time (AHT): Efficiency in managing customer interactions.
• Customer Retention Rates: How well the company retains customers based on service levels.

Additional Qualities:

• Positive Attitude: Ability to maintain a positive demeanor even when handling challenging customer issues.
• Team-Oriented: While this role involves individual tasks, collaboration with other departments is essential for successful service delivery.
• Flexibility: Willingness to adapt to changes in processes or service offerings as the company grows.

Job Type: Full-time

Experience:

• customer service: 1 year (Preferred)

Tagged as: remote, remote job, virtual, Virtual Job, virtual position, Work at Home, work from home