The Customer Service Representative is essential in maintaining customer satisfaction by addressing inquiries, resolving issues, and providing product information. This role supports the company's reputation and customer retention efforts through effective communication and problem-solving skills.
- Respond to customer inquiries via phone, email, or chat.
- Resolve product or service problems by clarifying the customer's complaint.
- Provide accurate information about products and services.
- Process orders, forms, applications, and requests.
- Follow up with customers to ensure their issues are resolved satisfactorily.
- Maintain a positive and professional demeanor at all times.
- Excellent verbal and written communication skills.
- Strong problem-solving abilities.
- Ability to handle stressful situations calmly and effectively.
- Proficient in using CRM software.
The performance of a Customer Service Representative is evaluated based on response time to customer queries, resolution rate of complaints within first contact, overall customer satisfaction scores from feedback surveys, and adherence to company policies during interactions with clients.
Response Time
Average time taken to respond to customer queries.
Resolution Rate
Percentage of issues resolved on first contact.
Customer Satisfaction
Scores from post-interaction surveys reflecting client contentment.
Reports to
Customer Service Manager
Collaborates with
Sales Team, Technical Support Team
Leads
- Zendesk
- Salesforce CRM
High school diploma or equivalent; previous experience in a call center or customer service environment preferred.
