Customer Service Assistant

Job Title: Customer Service Assistant
Location: Jersey City, NJ
Department: Customer Service
Reports To: Customer Service Manager
Job Summary:
The Customer Service Assistant will serve as the first point of contact for customers, providing assistance with inquiries, handling complaints, and delivering a high standard of customer support. This role requires excellent communication skills, problem-solving abilities, and the ability to maintain a positive and professional demeanor.
Key Responsibilities:

1. Customer Support:
   
   • Respond to customer inquiries via phone, email, live chat, or in-person.
   • Provide accurate information about products, services, policies, and procedures.
   • Assist customers with placing orders, tracking shipments, processing returns, and refunds.
2. Problem Resolution:
   
   • Handle customer complaints and escalate issues when necessary to ensure a timely resolution.
   • Investigate and resolve product or service issues, offering solutions that align with company policies.
3. Documentation and Reporting:
   
   • Maintain detailed records of customer interactions, feedback, and resolutions.
   • Assist in the preparation of reports summarizing customer service activities.
4. Collaboration:
   
   • Work closely with other departments (e.g., sales, technical support) to ensure customer needs are addressed effectively.
   • Provide feedback to management on customer trends, issues, or concerns.
5. Customer Relationship Management:
   
   • Build and maintain positive relationships with customers, ensuring a personalized and satisfying experience.
   • Identify opportunities to improve customer satisfaction and loyalty.

Qualifications:

• High school diploma or equivalent (some college education preferred).
• Strong verbal and written communication skills.
• Excellent problem-solving and conflict resolution abilities.
• Proficiency in using customer service software and CRM systems.
• Ability to work in a fast-paced environment and manage multiple tasks efficiently.
• Strong attention to detail and organizational skills.