Customer Service Representative

Job Description: Customer Service Representative

Job Title: Customer Service Representative (CSR)
Reports To: Customer Service Manager / Team Lead
Employment Type: Full-Time / Part-Time / Remote / Hybrid

Role Summary

As a Customer Service Representative, you will be the first point of contact for our customers. You will handle inquiries, resolve complaints, process orders, and provide information about our products and services. The ideal candidate is passionate about helping people, a skilled communicator, and comfortable using technology to solve problems efficiently.

Key ResponsibilitiesCustomer Support

• Respond promptly to customer inquiries via phone, email, live chat, and social media.
• Identify and assess customers’ needs to achieve satisfaction and retention.
• Provide accurate, valid, and complete information using the right methods/tools.
• Handle customer complaints, provide appropriate solutions, and follow up to ensure resolution.

Order & Account Management

• Process orders, forms, applications, and requests.
• Troubleshoot common technical or product issues and guide customers through solutions.
• Update customer account information and maintain records of interactions.
• Process returns, exchanges, or refunds in line with company policy.

Collaboration & Improvement

• Follow communication procedures, guidelines, and policies.
• Escalate complex or unresolved issues to the appropriate internal team (e.g., Technical Support, Billing, Logistics).
• Identify and suggest improvements to processes, FAQs, or knowledge base articles.
• Meet personal/team qualitative and quantitative targets (e.g., CSAT, response time, resolution rate).

Qualifications & SkillsRequired

• High school diploma or equivalent (Associate’s or Bachelor’s degree preferred).
• 1+ years of customer service experience (retail, call center, hospitality, or similar).
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• Proficiency with basic computer applications (e.g., Microsoft Office, Google Workspace).

Preferred (Nice to Have)

• Experience with CRM software (e.g., Zendesk, Salesforce, HubSpot, Freshdesk).
• Bilingual proficiency (e.g., Spanish/French/Mandarin + English).

الراتب المدفوع: QAR٥٥٬٠٠٠٫٠٠ لكل عام

موقع العمل: بشكل شخصي