Marketing Consultancy Lab is hiring: Customer Service Representative in Charlott

Job Title: Customer Service Representative
Job Type: Full-Time
Location: Charlotte, NC
Job Summary:

We are seeking a Customer Service Representative who is passionate about delivering exceptional service and ensuring customer satisfaction. The ideal candidate will be a strong communicator, problem-solver, and able to manage multiple customer interactions with efficiency and empathy. This role requires a person who can handle inquiries, resolve issues, and contribute positively to the customer experience.
Key Responsibilities:

• Resolve customer issues efficiently and professionally, ensuring a high level of satisfaction.
• Assist customers in troubleshooting issues and navigating the company's website or platform.
• Document customer interactions and feedback in the CRM system for record-keeping and improvement purposes.
• Follow up with customers to ensure their issues are resolved and their needs are met.
• Maintain a thorough understanding of company products, services, and policies.
• Collaborate with other departments to escalate complex issues and ensure timely resolutions.
• Meet or exceed individual and team performance metrics, such as response time and customer satisfaction scores.
• Stay up to date with product updates, promotions, and company changes.

Qualifications:

• High school diploma or equivalent.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and attention to detail.
• Ability to work in a fast-paced environment and handle stressful situations calmly.
• Proficient in using customer service software (e.g., Zendesk, Salesforce, Freshdesk).
• Familiarity with Microsoft Office Suite and basic computer skills.