Customer Service Representative

CSS is currently seeking a Customer Service Representative due to business expansion. This role serves as the primary point of contact between the company and its customers, ensuring a smooth, professional, and positive experience. The role focuses on communication, issue resolution, relationship management and coordination between internal teams and clients.

Key Responsibilities

Act as the main contact for customer inquiries, requests, and concerns
Provide timely and accurate information about products, services, and processes
Manage customer communication via phone, email, chat, or in-person meetings
Collaborate with internal departments to resolve customer issues efficiently
Track, document, and follow up on customer cases in the CRM system
Maintain strong relationships with existing customers to support retention
Support onboarding of new customers, ensuring they understand processes and expectations
Escalate complex issues to the appropriate team and follow through to resolution
Gather customer feedback and report trends to leadership
Assist with service-level monitoring to ensure customer expectations are met

Required Skills and Qualifications

Strong verbal and written communication skills
Ability to build positive relationships with customers
Problem-solving and conflict-resolution abilities
Good organizational and multitasking skills
Proficiency with CRM systems and basic computer applications
Attention to detail and high level of accuracy
Ability to remain calm and professional under pressure
Previous experience in customer service, account management, or similar roles preferred

Competencies

Customer-focused mindset
Empathy and active listening
Clear and confident communication
Team collaboration
Reliability and accountability
Adaptability in a fast-paced environment

Licence/Certification

Driving licence (required)

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