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Customer Service Representative Job Description
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Customer service representatives are employed by organisations to be the first point of contact when existing or potential clients have queries or complaints about the organisation’s products or services. These individuals work either from a service centre where they physically meet customers or from a call centre, where they attend to customers over a phone.
Customer Service Representative Job Duties:
If you have a polite and pleasing nature and would enjoy working in a key position in the area of customer satisfaction, you might be suitable for the position of a customer service representative. This role can be found across industries from manufactured goods such as electronic items and cars, to service providers such as banking and telecommunications.
Responsibilities usually include:
1) Greeting a customer in person or over the telephone and listening to their queries.
2) Providing information or solving problems put forth by the customer or directing them to someone who can.
3) Maintaining and updating a database of existing and potential clients and all previous interactions with them.
4) Generating reports for the company and providing feedback from customers.
5) In some cases providing information to the outside sales force, to assist them with their efforts.
6) Working in different shifts if required, as many organisations offer 24 hour customer service.
Customer Service Representative Knowledge and Skills:
1) Good knowledge of the organisation’s products or service.
2) Excellent typing and database management skills – the ability to work with MS Office – and often to work with customised software packages that may be in use by the employer.
3) Communication skills and a pleasing manner to interact in person, over the telephone or via email with clients.
4) Patience to always deal politely and with empathy with customers, including those who are irate and make unreasonable demands.
Customer Service Representative Educational Qualifications and Experience:
1) A high school diploma is usually sufficient, though sometimes a Bachelor’s degree may be required. Training as per individual company needs is usually provided.
2) In some cases a specific degree such as in a technical field may be required, if the representative has to answer questions of a technical nature, such as for the after sales support for a car.
3) Experience of 1 to 2 years is generally required, though many companies offer positions to inexperienced candidates as well.
Customer Service Representative Salary and Benefits:
1) Salaries of Customer service representatives are between $20,000 and $40,000 per annum.
2) Benefits often include 401(k), paid sick leave and vacation, medical, dental and life insurance.
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