Customer Service Representative

Customer Service Job Description

General Purpose

Interact with customers to provide and process information in response to inquiries, concerns and requests about products and services.

Main Job Tasks and Responsibilities

• Deal directly with customers either by telephone, electronically or face to face
• Respond promptly to customer inquiries
• Handle and resolve customer complaints
• Obtain and evaluate all relevant information to handle product and service inquiries
• Provide pricing and delivery information
• Perform customer verifications
• Set up new customer accounts
• Process orders, forms, applications and requests
• Organize workflow to meet customer time frames
• Direct requests and unresolved issues to the designated resource
• Manage customers' accounts
• Keep records of customer interactions and transactions
• Record details of inquiries, comments and complaints
• Record details of actions taken
• Prepare and distribute customer activity reports
• Maintain customer databases
• Manage administration
• Communicate and coordinate with internal departments
• Follow up on customer interactions
• Provide feedback on the efficiency of the customer service process

Education and Experience

• High school diploma, general education degree or equivalent
• Knowledge of customer service principles and practices
• Knowledge of relevant computer applications
• Ability to type
• Knowledge of administrative procedures
• Numeric, oral and written language applications
• Product knowledge

Key Competencies

• Interpersonal skills
• Communication skills - verbal and written
• Listening skills
• Problem analysis and problem-solving
• Attention to detail and accuracy
• Data collection and ordering
• Customer service orientation
• Adaptability
• Initiative
• Stress tolerance
• Must have a POSITIVE attitude and be a team player