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Job Description
The Customer Service Representative attracts potential customers by answering product and service
questions; suggesting information about other services, and fulfill customer needs to ensure customer satisfaction.
Job Role:
- Resolve 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
- Receive Payments from customers and register them on receipts
- Collecting customer information and analyzing customer needs
- Prepare service reports by collecting and analyzing customer satisfaction surveys
- Contribute to team effort by accomplishing related results as needed
- Manage large amounts of incoming calls
- Identify and assess customers' needs to achieve satisfaction
- Build sustainable relationships of trust through open and interactive communication with
- customers
- Provide accurate, valid and complete information by using the right methods/tools
- Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
- Keep records of customer interactions.
- Follow communication procedures, guidelines and policies
- Advise on company information
- Attempt to persuade customer to reconsider cancellation
- Inform customer of deals and discounts
- Ensure proper customer service is being delivered
- Compile reports on overall customer satisfaction
Job Requirements
- 0-2 years of experience in the field or in a related area
- High school diploma or equivalent; college degree preferred
- Good command of spoken and written English
- Proficient user of Internet and Microsoft office programs
- Strong phone contact handling skills and active listening
- 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