Customer Service Representative

Customer Service Representatives are responsible for responding to customer questions, complaints, suggestions and comments via telephone, email and our various social media platforms. Customers contact Muscle & Strength regarding a wide variety of issues ranging from order tracking to general information about fitness. To respond to customers effectively, Customer Service Reps need to be knowledgeable about the products sold on the website and about fitness, workout programs, healthy eating and supplementation. Being able to multi-task, prioritize and work effectively under pressure are essential requirements for this position. It also requires excellent communication skills, not just so that Customer Service Representatives are able to effectively converse with customers over a variety of mediums, but also because the position involves good communication with other Muscle & Strength team members both within and outside of the Customer Service Team.

ESSENTIAL DUTIES/RESPONSIBILITIES

·     Fielding and responding appropriating to incoming telephone calls from customers, members of the public, and colleagues from associated businesses who contact our Customer Relations department

·     Monitoring of the customer service email inbox. Respond to emails appropriately and promptly with proper and appropriate grammar as they are representing the M&S brand

·     Monitoring and responding to customer interactions on social media platforms such as Facebook, Twitter and Instagram

·     Responding to customers and members of the public who contact Muscle & Strength via any other medium including mail and fax or in person

·     Investigates and solves customers’ problems

·     Handles product exchanges, returns and refunds

·     Keep up-to-date with changes to Muscle & Strength’s products and resources so as to advise customers

·     Ensure accurate record keeping of discussions/correspondence with customers