COMPANY OVERVIEW
Forge Biologics is a gene therapy development company committed to transforming ideas into life-changing therapies. Partnering with innovative scientists, physicians, and biotech companies, Forge specializes in gene therapy manufacturing and development. With a patients-first philosophy, Forge accelerates transformative medicines to those in need. Headquartered in Columbus, Ohio, Forge operates within the Biotechnology Research industry, employing between 201-500 people. Visit us at forgebiologics.tech.
JOB OVERVIEW
We are seeking a highly motivated and customer-focused Remote Customer Service Representative to join our growing team. The ideal candidate will be responsible for providing exceptional customer service via phone, email, and chat. You will assist customers with inquiries, resolve issues, and ensure a positive customer experience. This role requires excellent communication skills, a strong work ethic, and the ability to thrive in a remote environment.
Responsibilities:
* Respond to customer inquiries and resolve issues promptly and professionally.
* Provide product information, answer questions, and offer support to customers.
* Process orders, returns, and exchanges accurately.
* Troubleshoot technical issues and provide basic technical support.
* Maintain customer records and update account information.
* Escalate complex issues to the appropriate departments.
* Follow up with customers to ensure their satisfaction.
* Meet or exceed performance metrics, such as call resolution time and customer satisfaction scores.
* Adhere to company policies and procedures.
* Stay up-to-date on product knowledge and industry trends.
Qualifications:
* High school diploma or equivalent.
* Proven experience in customer service or a related field.
* Excellent communication and interpersonal skills.
* Strong problem-solving abilities and attention to detail.
* Ability to work independently and as part of a team.
* Proficiency in using computers and relevant software (e.g., CRM systems, Microsoft Office).
* Ability to type at least 30 words per minute.
* Reliable internet connection and a quiet workspace.
* Availability to work a flexible schedule, including weekends and holidays.
Preferred Skills:
* Experience with \[Specific CRM software, e.g., Salesforce, Zendesk].
* Familiarity with \[Industry-specific knowledge, e.g., e-commerce, healthcare].
* Bilingual skills are a plus.
Benefits:
* Competitive salary
* Flexible working hours
* Opportunity to work remotely
* Professional development opportunities
