Customer Service Representative

A. Customer Service Responsibilities

1. Answer and respond to customer and branch inquiries through calls, emails, chat, and other authorized communication channels.
2. Provide accurate information regarding Company products, services, procedures, and policies.
3. Handle and monitor customer and branch concerns until properly resolved.
4. Receive, document, and follow up on support tickets and pending concerns.
5. Coordinate unresolved concerns with the appropriate department or supervisor.
6. Maintain professional, courteous, and timely communication with customers, branches, suppliers, and internal teams.
7. Escalate urgent or complex concerns to the appropriate supervisor or department.
8. Maintain accurate records of customer concerns, requests, complaints, and resolutions.
9. Monitor pending concerns and ensure that appropriate follow-ups are completed within the required timeline.
10. Protect confidential customer, branch, employee, and Company information.

B. Training Responsibilities

1. Conduct orientation and training for newly hired CSR personnel.
2. Provide training on Company policies, procedures, systems, products, services, and customer service standards.
3. Prepare and maintain training materials, presentations, manuals, exercises, and assessments.
4. Demonstrate proper handling of customer calls, emails, chat inquiries, complaints, and branch concerns.
5. Conduct role-playing exercises and practical activities to improve CSR communication and problem-solving skills.
6. Evaluate trainees through quizzes, assessments, practical exercises, and actual customer-service simulations.
7. Monitor the progress and performance of trainees during the training period.
8. Identify knowledge gaps and provide additional coaching or retraining when necessary.
9. Provide feedback and recommendations regarding trainee readiness for deployment.
10. Coordinate with the CSR Head regarding training schedules, trainee performance, and areas requiring improvement.
11. Conduct refresher training whenever there are changes in Company policies, systems, procedures, or products.
12. Maintain proper documentation of attendance, assessments, training results, and coaching sessions.

C. CSR Quality and Performance Monitoring

1. Monitor compliance with established customer service procedures and standards.
2. Review selected calls, emails, tickets, or customer interactions for coaching and quality improvement purposes.
3. Identify recurring customer or branch concerns and recommend appropriate solutions.
4. Provide constructive feedback to CSR personnel regarding communication, accuracy, responsiveness, and proper procedures.
5. Assist the CSR Head in identifying training needs based on performance results.
6. Promote consistent customer service standards across the CSR team.

D. Administrative and Reporting Responsibilities

1. Prepare daily, weekly, or monthly reports as required.
2. Maintain updated records of training activities, assessments, attendance, and employee performance.
3. Monitor pending CSR concerns and provide status updates to the appropriate supervisor.
4. Ensure that all required CSR and training documentation is properly filed and updated.
5. Assist in developing and updating CSR procedures, FAQs, scripts, and training materials.
6. Attend meetings and provide updates regarding customer concerns and training activities.
7. Perform other related duties assigned by the CSR Head, Operations Head, or Management.