Customer Care Representative

About the role

The Customer Care Representative is the main point of contact for customers across several channels, helping deliver a good customer experience. The role keeps customers satisfied, resolves inquiries quickly and links clients with internal teams, with a focus on accuracy, empathy and continuous improvement.

Key responsibilities

• Answer customer questions by phone, email, live chat or social media in a professional and timely way.
• Give clear, accurate information on products, services, policies and procedures.
• Resolve complaints and concerns by finding the root cause and offering effective solutions.
• Escalate complex or unresolved issues to the right department and follow up.
• Document every interaction, complaint and resolution in the CRM system.
• Follow up with customers to confirm issues are resolved and they are satisfied.
• Recommend upsell or cross-sell options suited to each customer's needs.
• Keep up with products, services and internal processes through training and self-study.
• Work with internal teams to solve customer problems quickly.
• Protect customer data and follow data protection rules and company policies.
• Attend team meetings, coaching and training, give feedback and help improve customer service.