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Job description for a customer care person
Answering product and service questions, as well as suggesting information about alternative products and services, the Customer Service Representative attracts potential consumers. To ensure customer satisfaction, process orders, prepare communications, and respond to customer inquiries.
High school graduation or equivalent is required, as well as 0-3 years of experience in the profession or a similar subject. Has a thorough understanding of commonly utilised concepts, processes, and procedures in a specific field. To accomplish the job’s tasks, rely on instructions and pre-established guidelines. Work is supervised immediately. In most cases, primary job functions do not necessitate autonomous judgement. Reports to a supervisor or manager in most cases. The goal is to maintain high customer satisfaction while maintaining high service standards.
Duties of a customer care professional include:
- Open and maintain customer accounts by keeping track of account details.
- Clarify the customer’s complaint; determine the cause of the problem; select and explain the best approach to fix the problem; expedite correction or adjustment; and follow up to guarantee that the problem is resolved.
- Process customer adjustments to keep financial accounts in order.
- Collect consumer information and analyse client needs to make recommendations to management
- about potential products or services.
- Collect and analyse client information to create product or service reports.
- As needed, contribute to the team effort by completing associated findings.
- Organize a huge number of incoming calls
- Obtain sales leads
- To achieve client satisfaction, identify and assess their demands.
- Create long-term trusting connections by communicating openly and interactively.
- Using the appropriate methods/tools, provide accurate, valid, and full information.
- Meet sales goals for yourself and your team, as well as call handling quotas.
- Handle complaints, offer acceptable answers and alternatives within the timeframes set, and follow up to verify that the issue is resolved.
- Keep track of customer interactions, account processing, and document filing.
- Follow all communication processes, policies, and guidelines.
- Make an extra effort to engage customers.
- Customer complaints should be resolved via phone, email, letter, or social media.
- To contact consumers and verify account details, use the telephone.
- Warmly greet consumers and determine the problem or cause for their call.
- Accounts can be cancelled or upgraded.
- Assist with order placement, refunds, and exchanges.
- Provide details about the company.
- Take payment information as well as other important details like addresses and phone numbers.
- Orders can be placed or cancelled.
- Answer any questions you have concerning warranties or the terms of the sale.
- Assume the role of the company’s gatekeeper.
- When a product fails, offer suggestions about how to fix it.
- Handle product recalls with care.
- Make every effort to encourage the customer to reconsider the cancellation.
- Inform customers about special offers and promotions.
- Sell your goods and services.
- To handle high call volumes, use computer technology.
- Assist the customer service manager in ensuring that proper customer service is provided.
- Call records can be closed or opened.
- Compile reports on client satisfaction in general.
- Read scripts aloud
- Handle policy adjustments or renewals.
Requirements for customer care representatives:
- Experienced at providing customer service
- A track record of exceeding quotas
- Active listening and strong phone contact managing skills
- CRM systems and procedures are something you should be familiar with.
- Customer orientation and the capacity to adapt/respond to a variety of personalities
- Communication and presenting skills are exceptional
- Ability to multitask, prioritise, and successfully manage time
- A high school diploma or equivalent is required; a college diploma is desirable.
Skills and abilities of a customer care agent include:
- Customer Service Expertise
- Product Expertise
- Quality Is Priority
- Market Intelligence
- Skills in Documentation
- Skills in Listening
- Skills on the Phone
- Conflict Resolution
- Positive Mentality
- Detail Orientation
- Solving Issues
- Skills in Organizing
- Working Under Pressure Capability
- Computer Proficiency