Customer Service Representative Job Description 


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. 


The target is to ensure excellent service standards and maintain high customer satisfaction. 


The Customer Service Representative attracts potential customers by answering product and service questions; suggesting information about other products and services. 


 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 resolutionMaintain 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 

Generate sales leadsIdentify 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 

Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure solution 

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 

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 

Utilize computer technology to handle high call volumes 

Compile reports on overall customer satisfaction 

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 


Customer service representative top skills & proficiencies: 

Customer Service 

Product Knowledge 

Quality Focus 

Market Knowledge 

Documentation Skills 

Listening Skills 

Phone Skills 

Resolving Conflict 

Multitask 

Patience 

Positive Attitude 

Attention to Detail 

People Oriented 

Analysis 

Problem Solving 

Organizational Skills 

Adaptability 

Ability to Work Under Pressure 

Computer Skills