Customer Service Representative at FoliXx Hospitality

Job Summary

• We are seeking a motivated and empathetic Customer Service Representative to join our team. In this role, you will be the first point of contact for our customers, providing exceptional support and ensuring a seamless experience. If you enjoy problem-solving, building relationships, and delivering excellent service, we’d love to hear from you!

Job Details

Customer Support:

• Respond promptly to customer inquiries received through various channels, including phone calls, emails, live chats interactions.
• Provide accurate and professional responses to customer questions, concerns, and requests, ensuring all interactions are handled with a customer-first mindset.
• Follow up on unresolved inquiries to ensure customer satisfaction and resolution.

Issue Resolution:

• Actively listen to customers to understand their issues and identify root causes.
• Troubleshoot problems systematically and provide clear and actionable solutions within the shortest possible time.
• Collaborate with other departments, such as kitchen and or logistics, to resolve issues efficiently.
• Monitor and follow up on outstanding issues to ensure they are resolved to the customer’s satisfaction.

Product Knowledge:

• Maintain an in-depth understanding of the company’s products, services, features, and policies to provide accurate and up-to-date information to customers.
• Proactively seek out product updates and participate in training sessions to stay informed about new launches or changes.

Feedback Handling:

• Collect, document, and analyze customer feedback to identify trends and recurring issues.
• Escalate critical feedback and unresolved complaints to your line manager, ensuring follow-through until resolution.
• Provide recommendations to improve products, services, or processes based on customer input.

Relationship Building:

• Build positive relationships with customers by demonstrating empathy, patience, and professionalism during every interaction.
• Personalize customer interactions to create a memorable and satisfactory experience.
• Engage proactively with loyal customers, addressing their needs and reinforcing brand loyalty.

Record Keeping:

• Accurately document all customer interactions, inquiries, complaints, and resolutions in the customer relationship management (CRM) system.
• Maintain up-to-date customer profiles and interaction histories to support seamless follow-ups and team collaboration.
• Ensure data accuracy and confidentiality in compliance with company policies and data protection regulations.

Requirements

• Education: High School Diploma or equivalent; a degree in a related field is a plus.
• Experience: 1-2 years of customer service experience preferred but not required.
• Technical Skills: Proficient in MS Office and CRM tools.
• Soft Skills: Excellent communication, active listening, and problem-solving skills.
• Attributes: Patient, empathetic, and able to work in a fast-paced environment.