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Job Description
- Deal directly with customers either by telephone, electronically or face to face
- Respond promptly to customer inquiries
- Handle and resolve customer complaints
- Obtain and evaluate all relevant information to handle product and service inquiries
- Provide delivery information
- Process orders, forms, applications and requests
- Organize workflow to meet customer timeframes
- Direct requests and unresolved issues to the designated resource
- Manage customers' accounts
- Keep records of customer interactions and transactions
- Record details of inquiries, comments and complaints
- Record details of actions taken
- Prepare and distribute customer activity reports
- Maintain customer databases
- Manage administration
- Communicate and coordinate with internal departments
- Follow up on customer interactions
- Provide feedback on the efficiency of the customer service process
Job Requirements
- Have excellent communication skills
- Be polite, confident and friendly
- Understand the needs of customers
- Be able to remain patient, calm and polite in difficult situations
- Have problem-solving skills
- Be flexible and quick thinking
- Be able to follow instructions
- Be accurate and pay attention to detail, even when under pressure
- Have good numeracy and computer skills
- Be smart and well-groomed if working face to face with customers
