CALL CENTER REPRESENTATIVE

Customer service representatives (CSR) duties and responsibilities :

Customer service representatives are often a clients primary point of contact with a company. The duties and responsibilities of a CSR include managing incoming calls and customer service inquiries, generating sales leads that develop into new customers, and identifying and assessing customer needs to achieve satisfaction.

Job brief

We are looking for a customer-oriented service representative.

What does a Customer Service Representative do?

A Customer Service Representative, or CSR, will act as a liaison, provide product / services information, answer questions, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.

The best CSRs are genuinely excited to help customers. Theyre patient, empathetic, and passionately communicative. They love to talk and understand the value of good communication skills.

Customer service representatives can put themselves in their customers shoes and advocate for them when necessary. Customer feedback is priceless, and these CSRs can gather that for you.

Problem-solving also comes naturally to customer care specialists. They are confident at troubleshooting and investigate if they dont have enough information to answer customer questions or resolve complaints.

The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

Responsibilities

Customer Service Responsibilities list :

Manage large amounts of incoming phone calls

Generate sales leads

Identify and assess customers needs to achieve satisfaction

Build sustainable relationships and trust with customer accounts through open and interactive communication

Provide accurate, valid and complete information by using the right methods / tools

Meet personal / customer service team sales targets and call handling quotas

Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

Keep records of customer interactions, process customer accounts and file documents

Follow communication procedures, guidelines and policies

Take the extra mile to engage customers

Requirements and skills

Proven customer support experience or experience as a Client Service Representative

Track record of over-achieving quota

Strong phone contact handling skills and active listening

Familiarity with CRM systems and practices

Customer orientation and ability to adapt / respond to different types of characters

Excellent communication and presentation skills

Ability to multi-task, prioritize, and manage time effectively

High school diploma