Customer Service Representative  

• 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.
• Assist with placement of orders, refunds, or exchanges.
• Advise on company information.
• Take payment information and other pertinent information such as addresses and phone numbers.
• Attracts potential customers by answering product and service questions, suggesting information about other products and services.
• Open customer accounts by recording account information.
• Maintain customer records by updating account information.
• Resolve product or service problems by doing the following:
  • Clarifying the customer's complaint.
  • Determining the cause of the problem.
  • Selecting and explaining the best solution to solve the problem.
  • Expediting correction or adjustment.
  • Following up to ensure resolution.
• Listen to customers’ questions and concerns and provide answers or responses.
• Provide information about products and services.
• Take orders, calculate charges, and process billing or payments.
• Review or make changes to customer accounts.
• Handle returns or complaints.
• Record details of customer contacts and actions taken.
• Review and select standard responses for answers or solutions.
• Refer customers to supervisors or more experienced employees.

Customer Service Representatives answer questions or requests from customers or the public. They typically answer incoming phone calls, but some also interact with customers face to face, by email, or live chat.

The specific duties of Customer Service Representatives vary depending on what kind of company they work for. For example, representatives who work in banks may answer customers’ questions about their accounts. Representatives who work for utility and communication companies may help customers with service problems, such as outages. Those who work in retail stores often handle returns, process cash refunds, and help customers locate items. Some representatives make changes to customers’ accounts, such as updating addresses or canceling orders. Although selling is not their main job, some representatives may help to generate sales leads while providing information about a product or service.

Customer service representatives typically use a telephone, computer, and other office equipment. Those employed in retail stores may occasionally use cash registers to process returns or orders.

• At least a highschool graduate but preferably a college graduate.
• With or without call center experience
• Strong analytical and planning skills.
• Good communication and presentation skills.
  • Excellent problem-solving skills.