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Job Description
Brief description
The position of customer service representative consists of interacting with customers to provide information in response to customer requests and inquiries about products or services and to handle and resolve complaints.
Tasks
- Check to ensure that appropriate changes were made to resolve customers' problems;
- Compare disputed merchandise with original requisitions and information from invoices, and prepare invoices for returned goods;
- Confer with customers by telephone or in person to provide information about products and services, to take or enter orders, cancel accounts, or to obtain details of complaints; and coordinate accordingly with relevant departments
- Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments;
- Determine charges for services requested, collect deposits or payments, or arrange for billing;
- Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken;
- Obtain and examine all relevant information to assess validity of complaints and to determine possible causes;
- Refer unresolved customer grievances to designated departments for further investigation;
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills
Job Requirements
Qualifications and requirements
- Bachelor’s degree or equivalent
- Good English
- Ability to use computers and computer systems, to process and verify information, and to resolve conflicts or negotiate.
Competencies (in order of importance)
- Attention to Detail — Job requires being careful about detail and thorough in completing work tasks.
- Dependability — Job requires being reliable, responsible, and dependable, and fulfilling obligations.
- Self Control — Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.
- Concern for Others — Job requires being sensitive to others' needs and feelings and being understanding and helpful on the job.
- Stress Tolerance — Job requires accepting criticism and dealing calmly and effectively with high-stress situations.
