Customer service rep
3 weeks ago
- Manage incoming calls and customer service inquiries
- Identify and assess customers’ needs to achieve satisfaction
- Build sustainable relationships and trust with customers 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 time limits; follow up to ensure resolution
- Keep records of customer interactions, transactions, comments and complaints
- Take 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
- Work with customer service manager to ensure proper customer service is being delivered
- Compile reports on overall customer satisfaction
- Identify and communicate customer and business insights to other departments in the organization
- Stay informed about company's products and services
- Upsell products and services when appropriate
- Proven customer support experience or experience as a client service representative
- Strong phone contact handling skills and active listening
- 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 focused attitude with a high level of attention to detail
- Familiarity with CRM systems and practices
- Customer service representatives are expected to be self-motivated and detail-oriented
- Ability to work in a fast-paced environment
- Proficient in Microsoft Office suite and relevant software applications
- Problem-solving and negotiation skills
- Aptitude for working with computers
- Patience and empathy
- Experience working with customer support software is a plus
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