Customer Service Job at Aptyx, Charlotte, NC

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  • Aptyx
  • Charlotte, NC

Job Description

Job Summary: The Customer Service Representative is responsible for providing exceptional customer service by managing and responding to customer inquiries, resolving complaints, and processing orders. This role requires excellent communication skills, a customer-centric approach, and the ability to work efficiently in a fast-paced environment.

Customer Service Representative Key Responsibilities:

  1. Customer Interaction:
  • Answer incoming customer inquiries via phone, email, chat, and social media.
  • Provide accurate , valid, and complete information about products and services using the appropriate tools and methods.
  • Engage with customers to understand their needs and provide personalized solutions.
  1. Issue Resolution:
  • Handle customer complaints and provide appropriate solutions and alternatives within the time limits.
  • Follow up with customers to ensure their issues are resolved satisfactorily.
  • Escalate unresolved issues to the appropriate internal teams.
  1. Order Management:
  • Process orders, applications, and requests accurately and efficiently.
  • Coordinate with the logistics and shipping departments to ensure timely delivery of orders.
  • Update customer accounts and maintain accurate records of customer interactions.
  1. Customer Relationship Management:
  • Build sustainable relationships and trust with customers through open and interactive communication.
  • Keep records of customer interactions, transactions, comments, and complaints.
  • Follow communication procedures, guidelines, and policies to enhance customer experience.
  1. Product and Service Knowledge:
  • Stay updated on product and service information to provide accurate assistance to customers.
  • Participate in training and development programs to continuously improve skills and knowledge.
  1. Team Collaboration:
  • Collaborate with team members and other departments to ensure a seamless customer experience.
  • Share customer feedback and insights to help improve products, services, and processes.

Customer Service Representative Qualifications:

  • Education: High school diploma or equivalent; some college coursework or a degree is a plus.
  • Experience: 1-2 years of experience in a customer service role, preferably in a call center or retail environment.
  • Skills:
  • Excellent verbal and written communication skills.
  • Strong problem-solving and conflict-resolution abilities.
  • Proficiency in using customer service software, CRM systems, and Microsoft Office Suite.
  • Ability to multitask, prioritize, and manage time effectively.
  • Strong attention to detail and accuracy.
  • Customer-centric attitude with a passion for helping people.

Customer Service Representative Key Competencies:

  • Empathy: Ability to understand and empathize with customers' needs and concerns.
  • Patience: Maintaining calm and patience, especially when dealing with difficult customers or situations.
  • Adaptability: Flexibility to handle changing priorities, procedures, and customer needs.
  • Accountability: Taking responsibility for actions and following through on commitments.
  • Teamwork: Working effectively with others to provide excellent customer service.

Working Conditions:

  • Typical office environment with potential for remote work based on company policies.
  • May require evening, weekend, or holiday shifts depending on customer service h ours

Job Tags

Holiday work, Remote job, Weekend work,

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