Customer Service Representative

CUSTOMER SERVICE REPRESENTATIVE: (Inbound & Outbound Calls and Emails)

Job Summary:

The ideal candidate is empathetic, organized, and able to deliver excellent customer experiences while maintaining professionalism and efficiency.

Key Responsibilities:

• Handle inbound customer inquiries via phone and email promptly and professionally.
• Make outbound calls and send follow-up emails to provide updates, resolve concerns, or gather additional information.
• Assist customers with order-related issues, including tracking, returns, refunds, and product information.
• Provide accurate and timely responses, ensuring all interactions meet company standards for quality and professionalism.
• Document customer interactions, complaints, and resolutions in the CRM or ticketing system.
• Collaborate with other departments and US counterparts (e.g., production, order entry, fulfillment) to ensure smooth resolution of customer concerns.
• Identify recurring issues and escalate complex or unresolved cases to the appropriate team or supervisor.
• Maintain an up-to-date knowledge of products, services, policies, and procedures to support customer needs effectively.
• Meet or exceed performance goals, including a minimum of 8 completed customer interactions per hour.
• Contribute to process improvement initiatives by providing feedback on common issues and suggesting solutions.

• Office-based role with a work schedule of 9:00 PM – 6:00 AM (overnight shift).
• Handles inbound and outbound calls and emails from printing dealers.
• Works directly with the Customer Service Supervisor and or clients for guidance and support.
• Collaborates with US-based counterparts to ensure smooth service delivery.
• Target-driven role, with clear performance metrics to be met.
• Must be able to work effectively under pressure while maintaining quality service.
• Flexibility to render overtime (Pre-shift / Post-shift / RD-OT) when business needs require.
• Expected to maintain professionalism in handling inquiries, order issues, and escalations.