Customer Service Representative

Responsibilities

• Handle customer inquiries via phone, email, and chat professionally to ensure high satisfaction
• Meet and support key performance indicators (KPIs) including TPH, AHT, CSAT, and NPS
• Act as a liaison with various departments to advocate for customer needs
• Update customer profiles in the CRM system during every interaction
• Maintain comprehensive knowledge of all company products, services, and processes
• Assist in the training of new employees and perform other duties as assigned

Requirements

• High School Diploma or equivalent
• 6 months to 1 year of experience in a customer service and call center environment
• High level of English proficiency
• Proficient in Microsoft Office (Excel, PowerPoint, Word)
• Excellent written and verbal communication skills
• Ability to research answers using multiple resources to resolve inquiries timely

Preferred Qualifications

• Experience using SAP
• Experience using Zendesk
• Ability to interpret and work with KPIs

Benefits

• Competitive salary and country-specific entitlements
• Diverse career growth opportunities across 60+ global brands
• Access to learning resources including Lean Academy and online university certifications
• Inclusive and collaborative work culture

About the Company

Stanley Black & Decker is the world's largest tool company, providing innovative solutions and iconic brands like STANLEY TOOLS, DEWALT, CRAFTSMAN, and Black + Decker. With a history dating back to 1843, we are a global leader committed to advancing manufacturing through technology and sustainable business practices.