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Customer Service Representative

Job Overview

In this role, you will answer customer queries and resolve issues via appropriate channels, maintain knowledge of our customer's products and services. The ideal candidate will demonstrate excellent time management skills and be passionate about customer service and self-improvement. Also should be great brand ambassadors who are willing to go the extra mile to ensure customer satisfaction.

Organizational Impact

A customer service representative can significantly impact an organization by directly influencing customer satisfaction and loyalty through their interactions, ultimately driving revenue and business growth. Their ability to resolve issues, provide assistance, and deliver a positive customer experience can shape the company's reputation and long-term success.

Key Systems

- Customer Relationship Management (CRM) software

- Email and chat platforms

- Phone systems

- Social media platforms

- Knowledge management systems

Inputs

- Customer inquiries and requests

- Company policies and procedures

- Product and service offerings

- Customer feedback and reviews

- Sales and marketing strategies

Outputs

- Responding to customer inquiries and resolving issues

- Providing product recommendations and upselling opportunities

- Maintaining accurate customer records and data entry

- Collaborating with team members to improve customer experience

- Generating reports and analyzing customer feedback to identify areas for improvement

Activities

- Respond to customer queries in a timely and accurate way, via phone, email or chat.

Liaising with colleagues or managers to find the best solutions to customers’ issues.

Identifying common problems and escalating them to management, along with possible suggestions for improvement, wherever possible.

Ensuring that appropriate actions are taken to resolve customers’ problems and concerns.

Maintaining and updating records of customer interactions with details of inquiries, complaints, or comments.

Maintaining a polite, helpful, and professional manner always.

Respecting client confidentiality at all times.

Recommended Items

  • Customer service training materials and manuals
  • Standard operating procedures for handling customer inquiries and complaints
  • Customer feedback forms and surveys
  • Knowledge base or FAQ documents for common customer questions
  • Performance metrics and goals for measuring customer satisfaction and success

Content Examples

  • Customer feedback reports
  • Training manuals for new hires
  • Standard operating procedures (SOPs)
  • Customer service scripts
  • Performance evaluations and metrics

Sample Event-Driven Tasks

- Send a personalized thank-you email to a customer who has made a purchase

- Follow up with a customer who has left a negative review to address their concerns and offer a solution

- Send a birthday discount code to a customer who has provided their birthdate in their account information

- Notify the customer service team when a customer has made multiple returns in a short period of time

- Send a survey to a customer who has recently interacted with the company's social media accounts to gather feedback on their experience.

Sample Scheduled Tasks

- Responding to customer inquiries via email, phone, or chat on a daily basis

- Conducting customer satisfaction surveys on a weekly basis

- Monitoring social media channels for customer feedback and responding accordingly on a daily basis

- Updating customer account information and order status on a daily basis

- Providing product recommendations and upselling to customers regularly

Sample Infill Tasks

- Responding to customer inquiries via phone, email, and chat

- Resolving customer complaints and issues in a timely and professional manner

- Providing product and service information to customers

- Processing orders, returns, and exchanges

- Maintaining accurate customer records and updating customer information as needed

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