Customer Service Representative

Customer Service Representative

Company: GSR Group
Employment Type: Full-Time

About GSR Group

GSR Group proudly owns and operates Wingstop franchise locations, providing outstanding food and exceptional service to our guests. We’re expanding our support team to include a Customer Service Rep. This role is essential in ensuring a seamless and positive experience for every guest, whether they’re asking about menu items, orders, or employment opportunities.Â

We are seeking a Customer Service Representative who is passionate about providing exceptional service and supporting our clients in every interaction. This role is essential in maintaining our reputation for quality and care.

Position Summary

The Customer Service Representative (CSR) is responsible for handling customer inquiries, providing assistance, resolving issues, and ensuring a positive experience for all clients. The role requires strong communication skills, a solution-oriented mindset, and the ability to address concerns with professionalism and empathy.

The ideal candidate will be a problem solver, customer-focused, and adaptable in a fast-paced environment.

Key Responsibilities

Customer Interaction

• Respond promptly and professionally to customer inquiries via phone, email, live chat, or other communication channels.

• Address customer concerns, questions, and requests, ensuring a positive and helpful experience.

• Provide accurate information about GSR Group’s products, services, and policies.

• Manage customer expectations and follow through to resolution, keeping customers informed throughout the process.

Problem Resolution

• Resolve customer complaints or issues by identifying the cause and offering solutions, working to prevent future problems.

• Escalate unresolved or complex issues to the appropriate team or department.

• Follow up with customers to ensure satisfaction and successful issue resolution.

Order Management & Service Support

• Process customer orders, returns, exchanges, and updates in a timely manner.

• Support customers with billing inquiries, payments, and account management.

• Maintain accurate customer records in the CRM system, documenting interactions, transactions, and resolutions.

Product & Service Knowledge

• Stay informed about company products, services, and updates to effectively assist customers.

• Educate customers about product features, usage, and benefits where applicable.

• Contribute to the development of FAQs, knowledge base articles, and training materials.

Performance & Reporting

• Meet individual and team performance goals, including response time, customer satisfaction, and resolution rates.

• Assist in identifying opportunities to improve service processes and customer experience.

• Provide feedback to management on customer trends, feedback, and common issues.

Required:

• High school diploma or equivalent (Associate’s or Bachelor’s degree preferred).

• Minimum of 1–2 years of experience in customer service or a customer-facing role.

• Excellent communication skills—both verbal and written—especially in a professional context.

• Strong problem-solving and critical thinking abilities.

• Ability to manage multiple tasks and prioritize effectively.

• Proficiency in Microsoft Office (Excel, Word, Outlook) and CRM systems (e.g., Salesforce, Zendesk).

Preferred:

• Experience in a service industry, such as retail, hospitality, or technology.

• Familiarity with customer service tools like ticketing systems, live chat, and helpdesk software.

• Ability to remain calm and collected in stressful situations.

• Multilingual skills are a plus.

• Customer-Centric Mindset: Focused on delivering outstanding customer service and experience.

• Effective Communication: Clear, professional, and empathetic communication in all interactions.

• Problem-Solving: Proactively identifies and resolves customer issues with efficiency.

• Time Management: Ability to handle multiple requests and prioritize tasks effectively.

• Adaptability: Comfortable with shifting priorities and learning new processes quickly.

• Team Collaboration: Works collaboratively with team members and other departments to improve customer experience.

• Competitive salary and benefits package.

• Opportunities for career advancement within the customer service or other operational teams.

• Training and development to enhance your skills and knowledge.

• A dynamic, supportive, and inclusive team environment.

• Flexible work arrangements depending on role requirements.