Customer Service Representative

Published
September 10, 2020
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Description

Summary:

We are hiring a Customer Service Representative to manage customer queries and complaints. You will also be asked to process orders, modifications, and escalate complaints across a number of communication channels. To do well in this role you need to be able to remain calm when customers are frustrated and have experience working with computers, Serves customers by providing product and service information; acts as a liaison between customers and companies, assists with complaints, orders, errors, account questions, billing, cancellations and other queries; and resolves product and service problems. Customer service jobs may have a variety of shifts and incorporate numerous methods including a call center environment or face to face interaction. In this role you will use your excellent customer service and problem solving skills to confidently provide information and education to our customers in a timely, efficient, and professional manner.

Essential duties and responsibilities:

  • Greet customers in a warm and friendly manner
  • Answer customer inquiries regarding products and service questions; suggest information about other products and services
  • May be required to read from a script
  • Open customer accounts by recording account information; maintain customer records by updating account information
  • Inform customers of sales promotions and services, warranties or terms of sale, places and processes payments for orders, refunds or exchanges
  • Sell products and services
  • Resolve product or 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
  • Prepare product or service reports by collecting and analyzing customer needs to ensure overall customer satisfaction

Qualification requirements

  • High School diploma or GED preferred
  • Ability to serve a constant stream of customers at all times of day and evening
  • Ability to deal with angry or frustrated customers, or customers who may not fully understand their situation
  • Ability to deal with people in an uplifting manner
  • Ability to solve customer problems
  • Ability to be a quick thinker, research and troubleshoot
  • Ability to meet required goals and quotas
  • Basic computer skills

Additionally, if working in a call center environment:

  • Receive incoming calls and make outbound calls
  • Record all calls in detail
  • Maintain company standards during recorded calls in order to ensure high quality service

Physical demands and abilities:

  • Regularly sit while answering phones and stand when talking to customers in person
  • Regularly use hands and fingers to handle, control or feel objects tools or controls
  • Regularly repeat the same movements when entering data
  • Regularly see details of objects that are less than a few feet away
  • Regularly speak clearly so listeners can understand
  • Regularly understand the speech of another person
  • Frequently focus on one source of sound and ignore others
  • Frequently hear sounds and recognise the difference between them
  • Frequently see differences between colours, shades and brightness
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