What are the duties of a customer service representative

Sample Job Description

Job brief:

We are looking for a customer-oriented service representative.

Role Objectives:

• A customer service representative, or CSR, will act as a liaison, provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.

• The best CSRs are genuinely excited to help customers. They’re patient, empathetic, and passionately communicative. They love to talk. 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 don’t have enough information to resolve customer complaints.

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

Key Responsibilities:

• Manage large amounts of incoming 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

Qualifications:

• 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

In order to ensure your professional resume will support your goals, use this customer service representative job description to inform what you should highlight on your resume.

By reviewing job description examples for customer service representatives, you'll be able to identify what technical and soft skills, credentials, and work experience matter most to an employer in your target field.

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 inquiries 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.

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

• 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 ensure resolution

• 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

Customer service representative 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 multitask, prioritize and manage time effectively

• High school diploma or equivalent; college degree preferred

Customer service representative skills & proficiencies:

• Customer Service Skills

• 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

Recommended Reading:

• How to Tailor Your Resume to a Specific Job Description

• Customize Your Resume to Stand Out From the Crowd

• What's an ATS-Friendly Resume? And How to Write One

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