Customer Services Representative (CSR)

Key Responsibilities

• Respond promptly to customer inquiries via phone, email, chat, or in person.
• Handle and resolve customer complaints with professionalism.
• Provide detailed information about products, services, pricing, and policies.
• Maintain accurate customer records and document interactions.
• Process orders, applications, forms, and requests.
• Escalate unresolved issues to the appropriate department or supervisor.
• Follow up with customers to ensure their issues are resolved.
• Achieve performance targets such as response time, resolution rate, and customer satisfaction scores.

Work Environment

Office, call center, or remote setup depending on company policy. Shift work may be required, including nights, weekends, and holidays.

Required Skills & Competencies

• Strong communication (verbal & written) and active listening.
• Problem-solving and conflict resolution skills.
• Patience, empathy, and a customer-first attitude.
• Ability to multitask and manage time effectively.
• Computer literacy (CRM software, MS Office, ticketing tools).
• Teamwork and adaptability.

Qualifications

• Bachelor’s degree preferred (industry dependent).
• Fresh graduates welcome; up to 1 year of customer service/sales experience is an advantage.
• Fluency in multiple languages is a plus.

Job Specification

• Excellent verbal and written communication skills in English.
• Strong problem-solving abilities and attention to detail.
• Basic computer skills and familiarity with customer service software.
• Ability to work in a fast-paced, night shift environment.
• A customer-oriented mindset with a positive attitude.