Customer Service Representative (Digital)

Objectives and Purpose of the Job:

To provide excellent customer service to consumers and customers by satisfying Seprod’s first response, engagement, and resolution objectives.

Main Duties and Responsibilities:

1. Receive complaints/compliments for products from customers for all profit centers.
2. Answering customers' inquiries via Chat, Email, and Social-Media. providing the right information.
3. Answering or making outbound transactions to customers to learn about and address their needs, complaints, or other issues with products or services.
4. Responding efficiently and accurately to customers, explaining possible solutions, and ensuring that customers feel supported and valued.
5. Engaging in active listening with customers, confirming or clarifying information and diffusing angry customers, as needed.
6. Communicates with other departments to answer customers’ inquiries, solve their problems and fulfill their needs
7. Building lasting relationships with clients and other team members based on trust and reliability.
8. Utilizing software, databases, scripts, and tools appropriately.
9. Understanding and striving to meet or exceed metrics while providing excellent consistent customer service.
10. Making sales or recommendations for services that may better suit customers’ needs.
11. Taking part in training and other learning opportunities to expand knowledge of the company and position.
12. Adhering to all company policies and procedures.

Academic/Technical/Management: Experience and Qualifications:

1. Associates Degree in Business Administration, or related field
2. A minimum of two (2) year experience in customer service environment (preferably Digital Channels).
3. Knowledge of Customer Service principles and Customer Obsessed oriented.
4. Experience providing customer support via Digital Channels i.e., website, chatbot, email & social media.
5. Good communication and organizational skills

Abilities; Skills; Experience; Aptitude and Judgement:

1. Excellent customer relation skills
2. Product knowledge, Quality Focus
3. Strong verbal and written communication and analytical skills
4. Good organization and problem-solving skills
5. Ability to prioritize multiple tasks to ensure that all are completed on a timely basis.

Other Personal or General Characteristics:

1. Ability to work well in teams
2. Positive attitude and outlook.

External Contacts (Level):

Liaises with external customers/consumers and internal teams i.e. Export, Customer Service (Distribution & Pharmaceuticals), Business Development and Customer Experience Teams.