The primary function of a Customer Service Representative is to interact with customers to provide information in response to inquiries about products and services, as well as to handle and resolve complaints.
This role involves determining the client's issue, offering possible solutions, and providing follow-up as needed.
Customer service representatives may engage in inbound, outbound, or a combination of both types of communication.
Key Responsibilities:
Resolve customers' service or billing complaints through activities such as exchanging merchandise, refunding money, and adjusting bills.
Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments.
Refer unresolved customer grievances to designated departments for further investigation.
Maintain records of customer interactions and transactions, documenting details of inquiries, complaints, comments, and actions taken.
Required Qualifications:
High school diploma or GED preferred.
2-4 years of customer service-related experience required.
Preferred Qualifications:
Previous experience with computer applications, such as Microsoft Word and PowerPoint.
Skills:
Strong verbal and written communication skills.
Attention to detail and excellent customer service skills.
Interpersonal skills with the ability to work independently and manage time effectively.
Ability to accurately document and record customer/client information.