Mô tả công việc | Customer Service Representative – Mẫu 1 (ENG)

Job Description

The Customer Service Representative attracts potential customers by answering product and service questions; suggesting information about other products and services. Process orders, prepare correspondences and fulfill customer needs to ensure customer satisfaction.

Requires a high school diploma or equivalent and 0-3 years of experience in the field or in a related area. Has knowledge of commonly-used concepts, practices and procedures within a particular field. Rely on instructions and pre-established guidelines to perform the functions of the job. Works under immediate supervision. Primary job functions do not typically require exercising independent judgment. Typically reports to a supervisor or manager. The target is to ensure excellent service standards and maintain high customer satisfaction.

Job functions:

• Open and maintain customer accounts by recording account information
• 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
• Maintain financial accounts by processing customer adjustments
• Recommend potential products or services to management by collecting customer information and analyzing customer needs
• Prepare product or service reports by collecting and analyzing customer information
• Contribute to team effort by accomplishing related results as needed
• Manage large amounts of incoming calls

• Generate sales leads
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships of trust through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Meet personal/team sales targets and call handling quotas
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies
• Go the extra mile to engage customers
• Resolve customer complaints via phone, email, mail or social media
• Use telephones to reach out to customers and verify account information
• Greet customers warmly and ascertain problem or reason for calling
• Cancel or upgrade accounts
• Assist with placement of orders, refunds, or exchanges
• Advise on company information
• Take payment information and other pertinent information such as addresses and phone numbers
• Place or cancel orders
• Answer questions about warranties or terms of sale
• Act as the company gatekeeper
• Suggest solutions when a product malfunctions
• Handle product recalls
• Attempt to persuade customer to reconsider cancellation
• Inform customer of deals and promotions
• Sell products and services
• Utilize computer technology to handle high call volumes
• Work with customer service manager to ensure proper customer service is being delivered
• Close out or open call records
• Compile reports on overall customer satisfaction
• Read from scripts
• Handle changes in policies or renewals
• Resolve customer complaints via phone, email, mail or social media

Requirements

• Proven customer support experience
• Track record of over-achieving quota
• Strong phone contact handling skills and active listening
• Familiar with CRM systems and practices
• 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
• High school diploma or equivalent; college degree preferred

Skills & proficiencies

• Customer Service
• Product Knowledge
• Quality Focus
• Market Knowledge
• Documentation Skills
• Listening Skills
• Phone Skills
• Resolving Conflict
• Multitask
• Patience
• Negotiation
• Positive Attitude
• Attention to Detail
• People Oriented
• Analysis
• Problem Solving
• Organizational Skills
• Adaptability
• Ability to Work Under Pressure
• Computer Skills

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