Customer Service Representative Job Description
The Customer Service Representative's main duties are answering incoming calls regarding service issues, setting up accounts, taking payments and educating customers about our products and services.
The ideal candidate will possess a high level of customer service skills along with excellent written and verbal communication skills.
Requires a high school diploma or equivalent and 0-3 years of experience in the field or in a related area. Rely on instructions and pre-established guidelines to perform the functions of the job.
Works under immediate supervision. Primary job functions also may require exercising independent judgment. The target is to ensure excellent customer service standards and maintain high customer satisfaction.
Customer service representative duties :
- Open and maintain customer accounts by recording account information
- Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem;
expediting correction or adjustment; following up to ensure resolution
- Manage large amounts of incoming calls
- Identify and assess customers' needs to achieve satisfaction
- Build sustainable relationships of trust through open and interactive communication
- Provide accurate, valid, and complete information by using the right methods / tools
- Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution
- Follow communication procedures, guidelines, and policies
- Resolve customer complaints via phone, email or mail
- Greet customers warmly and ascertain problem or reason for calling
- Take payment information and other pertinent information such as addresses and phone numbers
- Work with customer service manager to ensure proper customer service is being delivered
- Close out or open call records
- Compile reports on overall customer satisfaction
- Read from scripts
- Handle changes in policies or renewals
Customer service representative requirements :
- Proven customer support experience
- Strong phone contact handling skills and active listening
- Excellent reasoning skills
- Customer orientation and ability to adapt / respond to different types of personalities
- Excellent verbal and written communication skills
- Ability to multitask, prioritize and manage time effectively
- High school diploma or equivalent
Customer service representative skills & proficiencies :
- Customer Service Skills
- Industry Knowledge
- Quality Focus
- Listening Skills
- Phone Skills
- Conflict Resolution
- Multitasking
- Patience
- Positive Attitude
- Attention to Detail
- Problem Solving
- Organizational Skills
- Adaptability
- Ability to Work Under Pressure
- Computer Skills
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