Customer service rep
Overview
The role of a Customer Service Representative is crucial to our organization as they serve as the first point of contact for our customers. They play a vital role in ensuring customer satisfaction and retention by addressing inquiries, resolving issues, and providing exceptional service.
Key responsibilities
Manage incoming calls and customer service inquiries
Identify and assess customers' needs to achieve satisfaction
Build sustainable relationships and trust with customers 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 time limits; follow up to ensure resolution
Keep records of customer interactions, transactions, comments and complaints
Take 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
Work with customer service manager to ensure proper customer service is being delivered
Compile reports on overall customer satisfaction
Identify and communicate customer and business insights to other departments in the organization
Stay informed about company's products and services
Upsell products and services when appropriate
Required qualifications
Proven customer support experience or experience as a client service representative
Strong phone contact handling skills and active listening
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 focused attitude with a high level of attention to detail
Familiarity with CRM systems and practices
Customer service representatives are expected to be self-motivated and detail-oriented
Ability to work in a fast-paced environment
Proficient in Microsoft Office suite and relevant software applications
Problem-solving and negotiation skills
Aptitude for working with computers
Patience and empathy
Experience working with customer support software is a plus