Customer Service Officer

Job Title: Customer Service Officer

Location: Washington, DC

Position Overview: As a Customer Service Officer, you will be the primary point of contact for our customers, providing exceptional assistance and support. You will be responsible for resolving inquiries, addressing concerns, and ensuring a positive customer experience. The ideal candidate will have excellent communication skills, empathy, and a commitment to delivering top-notch service.

Key Responsibilities:

• Respond promptly to customer inquiries via phone, email, or chat in a professional and courteous manner.
• Provide accurate information about products, services, and policies to customers.
• Resolve customer complaints and issues efficiently and effectively, aiming for first-call resolution whenever possible.
• Maintain a high level of product knowledge to effectively address customer inquiries and concerns.
• Document all interactions with customers accurately and thoroughly in the CRM system.
• Identify opportunities to upsell or cross-sell products and services to customers.
• Assist in developing and improving Customer Service processes and procedures.
• Strive to meet and exceed customer satisfaction and service level goals.
• Stay updated on industry trends and best practices in Customer Service.

Qualifications:

• Excellent verbal and written communication skills.
• Strong interpersonal skills and the ability to build rapport with customers.
• Ability to remain calm and composed under pressure.
• Problem-solving skills with a focus on finding solutions.
• Proficiency in using CRM software and other relevant tools.
• High school diploma or equivalent