Customer Service Representative Job Description

The Customer Service Representative attracts potential customers by answering product and service questions; suggesting information about other products and services. Process orders, prepare correspondences and fulfill customer needs to ensure customer satisfaction.

Requires a high school diploma or equivalent and 0-3 years of experience in the field or in a related area. Has knowledge of commonly-used concepts, practices and procedures within a particular field. Rely on instructions and pre-established guidelines to perform the functions of the job. Works under immediate supervision. Primary job functions do not typically require exercising independent judgment. Typically reports to a supervisor or manager. The target is to ensure excellent service standards and maintain high customer satisfaction.

Job functions:

• 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

• Maintain financial accounts by processing customer adjustments

• Recommend potential products or services to management by collecting customer information and analyzing customer needs

• Prepare product or service reports by collecting and analyzing customer information

• Contribute to team effort by accomplishing related results as needed

• Manage large amounts of incoming calls

• Generate sales leads

• 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

• Meet personal/team sales targets and call handling quotas

• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensureresolution

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

• Follow communication procedures, guidelines and policies

• Go the extra mile to engage customers

• Resolve customer complaints via phone, email, mail or social media

• Use telephones to reach out to customers and verify account information

• Greet customers warmly and ascertain problem or reason for calling

• Cancel or upgrade accounts

• Assist with placement of orders, refunds, or exchanges

• Advise on company information

• Take payment information and other pertinent information such as addresses and phone numbers

• Place or cancel orders

• Answer questions about warranties or terms of sale

• Act as the company gatekeeper

• Suggest solutions when a product malfunctions

• Handle product recalls

• Attempt to persuade customer to reconsider cancellation

• Inform customer of deals and promotions

• Sell products and services

• Utilize computer technology to handle high call volumes

• 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

• Resolve customer complaints via phone, email, mail or social media

Requirements:

• Proven customer support experience

• Track record of over-achieving quota

• Strong phone contact handling skills and active listening

• Familiar 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 or equivalent; college degree preferred

Customer service representative top skills & proficiencies:

• Customer Service

• Product Knowledge

• Quality Focus

• Market Knowledge

• Documentation Skills

• Listening Skills

• Phone Skills

• Resolving Conflict

• Multitask

• Patience

• Negotiation

• Positive Attitude

• Attention to Detail

• People Oriented

• Analysis

• Problem Solving

• Organizational Skills

• Adaptability

• Ability to Work Under Pressure

• Computer Skills