Job Description

LEDVANCE is a worldwide leader in innovative lighting products as well as intelligent and connected lighting solutions (Smart Home). The company emerged from the classical lighting business of SYLVANIA and combines traditional general illumination with modern, forward-looking lighting technology.

LEDVANCE has very stable, long-standing customer relationships and a powerful distribution network with excellent market access around the globe. We know all the requirements of the general illumination market and cater for the individual demands of our direct and indirect customers.

We are seeking a reliable and customer-focused Customer Service Representative to join our team. In this role, you will handle inbound and outbound interactions for internal and external customers across phone, email, and chat channels, providing timely support, resolving issues, and delivering an excellent customer experience.

Key Responsibilities Include:

• Handle customer inquiries via phone calls, emails, and live chat in a professional and courteous manner.
• Resolve customer issues efficiently by identifying needs, researching solutions, and following up as needed
• Provide clear and accurate information about products, services, policies, and procedures
• Escalate complex or unresolved issues to appropriate teams when necessary
• Meet or exceed performance metrics such as response time, customer satisfaction, and quality standards
• Maintain a positive, empathetic, and solution-oriented approach in all interactions

Qualifications Include:

• High School diploma plus minimum 3 years relevant experience required. AS preferred.
• Strong verbal and written communication skills
• Comfortable handling multiple communication channels (calls, emails, and chats)
• Basic computer skills and ability to learn new systems quickly
• Strong problem-solving and active listening skills as well as the ability to apply critical thinking.
• A positive attitude and customer centric focus

Preferred Skills & Competencies

• Ability to multitask and manage time effectively in a fast-paced environment
• Typing proficiency and experience
• Conflict resolution and de-escalation skills
• Dependable, punctual, and team-oriented

Other

• Relocation and/or work sponsorship are not available with this position.
• Hours are Monday - Friday, 8:00 AM to 5:00 PM, with up to three days per week remote.

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