Service Assistant

Sterling Search Partners is helping our client in Pelham with its search for a Service Assistant. This position is contract to hire. The Service Assistant provides exceptional customer service by addressing customer inquiries, resolving issues, and ensuring a positive experience with the company's products or services. This role involves direct interaction with customers via various communication channels, including in-person, phone, email, and chat.

Key Responsibilities:

Customer Support:

• Respond to customer inquiries promptly and professionally.
• Assist customers with product or service-related questions.
• Handle complaints and resolve issues effectively, ensuring customer satisfaction.
• Provide information about products, services, and company policies.

Order Management:

• Process customer orders, returns, and exchanges.
• Update customer accounts and maintain accurate records of interactions.
• Coordinate with other departments to ensure timely delivery and resolution of customer issues.

Communication:

• Maintain clear and effective communication with customers, team members, and management.
• Follow up with customers to ensure their issues have been resolved and they are satisfied with the solution.

Problem Solving:

• Identify and escalate complex issues or feedback to higher-level staff as needed.
• Use problem-solving skills to address and resolve customer concerns.

Administrative Duties:

• Maintain and update customer information in the database.
• Prepare and process necessary documentation and reports.
• Assist with administrative tasks as required by the team.

Team Collaboration:

• Work closely with team members to ensure a cohesive and effective customer service approach.
• Share insights and feedback with the team to improve service processes and customer satisfaction.

Compliance and Procedures:

• Adhere to company policies and procedures, including data protection and confidentiality requirements.
• Stay updated on company products, services, and industry trends to provide accurate information to customers.

Qualifications:

• Education: High school diploma or equivalent; additional qualifications or certifications in customer service are a plus.
• Experience: Previous experience in customer service or a similar role preferred.
• Skills:
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and attention to detail.
• Ability to handle multiple tasks and work in a fast-paced environment.
• Proficiency in using customer service software and tools.
• Empathy and patience when dealing with customers.