Customer Service Agent

About Cartona

We are a B2B marketplace. We empower retailers by connecting them to hundreds of wholesalers, suppliers and producing companies. Our aim is to enable retailers by providing them with easy price comparison, exclusive offers and seamless ordering and fulfillment experience through digitizing the traditional trade market.

Job Overview

As a Customer Service Agent at Cartona, you will be the primary point of contact for our customers. Your role is to provide excellent customer service by handling inquiries, resolving issues, and offering support through phone calls, You will represent the company with professionalism and ensure a positive customer experience in every interaction.

Key Responsibilities

• Answer incoming calls and respond to customer inquiries efficiently and professionally.
• Assist customers with product information, order status, and company services.
• Resolve customer complaints and ensure any issues are addressed promptly and effectively.
• Escalate complex issues to the appropriate department when necessary.
• Maintain a strong knowledge of Cartona’s products and services to provide accurate and helpful information.
• Keep records of customer interactions, comments, and complaints using the company’s CRM system.
• Follow up with customers to ensure their inquiries have been resolved to their satisfaction.
• Meet performance targets related to call handling, resolution time, and customer satisfaction.
  
  

Required Qualifications

• Proven experience in a customer service or call center role is preferred.
• Strong communication skills, both written and verbal.
• Ability to manage difficult customer situations with empathy and professionalism.
• Problem-solving skills and the ability to think quickly under pressure.
• Familiarity with CRM systems is a plus.
• Proficiency in Microsoft Office (Word, Excel, and Outlook).
• Ability to work in a fast-paced environment and manage multiple tasks simultaneously.