CUSTOMER SERVICE The Customer ServiceRepresentative attracts potential customers by answering productand service questions;
suggesting information about other productsand services. Process orders, prepare correspondences and fulfilcustomer needs to ensure customer satisfaction.
Requires a highschool diploma or equivalent and 0-3 years of experience in thefield or in a related area. Has knowledge of commonly-usedconcepts, practices and procedures within a particular field.
Relyon instructions and pre-established guidelines to perform thefunctions of the job. Works under immediate supervision.
Primaryjob functions do not typically require exercising independentjudgement. Typically reports to a supervisor or manager.
The targetis to ensure excellent service standards and maintain high customersatisfaction. Jobfunctions : · Open and maintain customer accounts by recording accountinformation.
Resolve product or service problems by clarifying thecustomer'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 ensureresolution.· Maintain financial accounts by processing customeradjustments· Recommend potential products or services to management bycollecting customer information and analysing customerneeds.
Prepare product or service reports by collecting and analysingcustomerinformation.· Contribute to team effort by accomplishing related results asneeded.
Manage large amounts of incomingcalls.· Generate salesleads.· Identify and assess customers' needs to achievesatisfaction.
Build sustainable relationships of trust through open andinteractivecommunication.· Provide accurate, valid and complete information by using the rightmethods / tools.
Meet personal / team sales targets and call handlingquotas.· Handle complaints, provide appropriate solutions and alternativeswithin the time limits and follow up to ensureresolution.
Keep records of customer interactions, process customer accountsand filedocuments.· Follow communication procedures, guidelines andpolicies.
Go the extra mile to engagecustomers.· Resolve customer complaints via phone, email, mail or socialmedia.· Use telephones to reach out to customers and verify accountinformation.
Greet customers warmly and ascertain problem or reason forcalling.· Cancel or upgradeaccounts.· Assist with placement of orders, refunds, orexchanges.
Advise on companyinformation.· Take payment information and other pertinent information such asaddresses and phonenumbers.
Place or cancelorders.· Answer questions about warranties or terms ofsale.· Act as the companygatekeeper.· Suggest solutions when a productmalfunctions.
Handle productrecalls.· Attempt to persuade customer to reconsidercancellation.· Inform customer of deals andpromotions.
Sell products andservices.· Utilise computer technology to handle high callvolumes.· Work with customer service manager to ensure proper customerservice is beingdelivered.
Close out or open callrecords.· Compile reports on overall customersatisfaction.· Read fromscripts.· Handle changes in policies orrenewals.
Resolve customer complaints via phone, email, mail or socialmedia. Requirements : · Proven customer supportexperience· Track record of over-achievingquota· Strong phone contact handling skills and activelistening· Familiar with CRM systems andpractices· Customer orientation and ability to adapt / respond to differenttypes ofcharacters· Excellent communication and presentationskills· Ability to multi-task, prioritise and manage timeeffectively· High school diploma or equivalent;
college degreepreferred Skills · CustomerService· ProductKnowledge· QualityFocus· MarketKnowledge· DocumentationSkills· ListeningSkills· PhoneSkills· ResolvingConflict· Multitask· Patience· Negotiation· PositiveAttitude· Attention toDetail· PeopleOriented· Analysis· ProblemSolving· OrganisationalSkills· Adaptability· Ability to Work UnderPressure· Computer Skills