Customer Service Representative (CSR)

Job content:

Respond to customer queries in a timely and accurate way, via phone, email, or chat
• Identify customer needs and help customers use specific features
• Analyze and report product malfunctions
• Update internal databases with information about technical issues and useful discussions with customers
• Monitor customer complaints on social media and reach out to provide assistance
• Share feature requests and effective workarounds with team members
• Inform customers about new features and functionalities
• Follow up with customers to ensure their technical issues are resolved
• Gather customer feedback and share with Product, Sales and Marketing teams
• Assist in training junior Customer Support Representatives
• Respond to customer requests for purchases, information, and account maintenance.
• Listen to customers explanation of need and offered applicable products or services.
• Research options for problem resolution and provided solutions.
• Communicate daily with team members in billing, retention, and technical support in order to expedite resolution of customer concerns and/or complete purchase of services.
• Consistently meet performance and quality benchmarks in professionalism, establishing rapport, problem resolution, and voice tone.
• Completed voluntary training sessions to learn how to increase and enhance customer satisfaction.
• Performs other related duties as required.

a.Knowledge
• Knowledge in help desk software
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• Knowledgeable of CRM system
• Well-developed arbitration skills with the ability to remain impartial
b. Abilities
• Well-developed arbitration skills with the ability to remain impartial
• Ability to use positive language
• Ability to communicate effectively with clients, customers, and/or senior executives.
• Ability to analyze and identify improvements in service systems.

skills:

Attentiveness – to truly listen to customers is crucial to providing great service for a number of reasons.
• Patience – willing to take the time to listen to and fully understand each customer’s problems and needs.
• Attention to Detail – being focused in performing the required to achieve quality expectations
• Critical Thinking – make sound decisions in response to unforeseen issues
• Excellent Communication Skills – to be able to communicate effectively with the team to achieve the greater goals of the company