Customer service rep

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