Job Description

Position Title: Call Center Customer Service Assistant

Department: Customer Service

Location: Santa Ana, CA

Reports To: Call Center Manager

Job Summary:

We are seeking a dedicated and personable Call Center Customer Service Assistant to join our dynamic team. The successful candidate will be responsible for handling customer inquiries, resolving complaints, and providing information about our products and services. The ideal candidate will have excellent communication skills, a customer-centric attitude, and the ability to thrive in a fast-paced environment.

Key Responsibilities:

• Customer Interaction: Handle inbound and outbound calls professionally and courteously, providing accurate information and resolving customer issues promptly.
• Issue Resolution: Identify customer needs and provide solutions, escalating complex issues to senior staff or appropriate departments as necessary.
• Product Knowledge: Maintain an in-depth understanding of company products, services, and policies to effectively assist customers.
• Feedback Collection: Gather customer feedback and report recurring issues to the management team for continuous improvement.
• Team Collaboration: Work closely with team members and other departments to achieve overall customer satisfaction and meet service level targets.

Qualifications:

• High school diploma or equivalent.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and attention to detail.
• Proficiency in using CRM software and other call center equipment.
• Ability to multitask and manage time effectively.
• Patience and empathy when dealing with challenging customer situations.

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