Customer Service Representative 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:
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Open and maintain customer accounts by recording account information
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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
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Maintain financial accounts by processing customer adjustments
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Recommend potential products or services to management by collecting customer information and analyzing customer needs
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Prepare product or service reports by collecting and analyzing customer information
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Contribute to team effort by accomplishing related results as needed
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Manage large amounts of incoming calls
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Generate sales leads
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Identify and assess customers’ needs to achieve satisfaction