Customer service representative Job Description
Customer service representative Job Description Template
Customer Service Representatives manage customer queries and complaints, ensuring high levels of customer satisfaction. Responsibilities include processing orders, modifications, and escalating complaints across multiple communication channels.
Responsibilities:
- Provide excellent customer service by responding promptly and courteously to customer inquiries via phone, email or chat
- Resolve customer complaints and issues in a timely manner, escalating when necessary
- Document all customer interactions and transactions accurately
- Identify and assess customers' needs to achieve satisfaction and recommend appropriate products or services
- Process orders, forms, applications, and requests
- Keep up-to-date with product knowledge and relevant industry trends
- Collaborate with other departments to ensure customer satisfaction
- Meet individual and team targets for customer satisfaction, productivity, and quality assurance
Requirements:
- Excellent communication skills, both written and verbal
- Ability to multi-task and work under pressure
- Strong problem-solving skills and ability to think on their feet
- Customer-focused mindset and ability to empathize with customers
- Proficiency in relevant computer programs and software
- Ability to work flexible hours, including weekends and evenings
- Experience in a customer service or similar role
- Strong attention to detail and accuracy in data entry and record-keeping
