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Customer Service Representative Job Description

A female customer service representative

A Customer Service Representative is often the initial contact between customers and the company. Their primary responsibilities encompass handling inbound calls, offering comprehensive assistance regarding product inquiries and service-related concerns and resolving customer issues effectively.

Additionally, customer service representatives are proficient in processing various transactions, including payments and returns, ensuring a seamless and satisfactory customer experience.

A female customer service representative
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Simplify your online job advertisement. Copy or download our free Customer Service Representative Job Description Template.

Job Overview

We are currently on the lookout for a Customer Service Representative to join our dynamic team at [Company Name]. This key role involves prioritizing customer satisfaction by effectively addressing inquiries, resolving issues and providing valuable assistance.

The Customer Service Representative will actively engage with customers via various communication channels, showcasing exceptional interpersonal skills and a commitment to delivering outstanding service.

The ideal candidate will be in charge of maintaining operational excellence, ensuring smooth customer interactions and contributing to overall customer satisfaction.

Salary: $40,000-$42,000/year
Schedule: Full-time commitment

Customer Service Representative Duties & Responsibilities

  • Responding promptly to customer inquiries via phone, email or chat
  • Resolving customer issues and concerns with empathy and efficiency
  • Providing accurate information about products, services and company policies
  • Processing customer orders, returns and exchanges accurately
  • Recording and maintaining detailed customer interaction records
  • Offering product recommendations and upselling when appropriate
  • Handling and professionally resolving customer complaints
  • Collaborating with other team members to address complex customer issues
  • Maintaining a comprehensive understanding of company products and services
  • Handling escalated issues and transferring calls to appropriate departments when necessary
  • Meeting and exceeding performance targets and customer satisfaction metrics
  • Assisting in the development and improvement of customer service processes
  • Contributing to a positive and collaborative team environment

Customer Service Representative Experience & Skills

  • Excellent verbal and written communication skills
  • Previous experience in a customer-facing role
  • Knowledge of relevant industry products and services
  • Strong interpersonal and customer relationship-building abilities
  • Active listening skills to understand and address customer needs
  • Patience and the ability to remain calm in challenging situations
  • Proficient computer and typing skills for efficient data entry
  • Familiarity with customer relationship management (CRM) software
  • Problem-solving and critical-thinking skills for effective issue resolution
  • Multitasking capabilities to handle multiple customer inquiries simultaneously
  • Empathy and a customer-centric approach to service delivery
  • Detail-oriented with a focus on accuracy in the information provided
  • Adaptability to evolving policies, procedures and product knowledge
  • Time management skills to meet service-level agreements and deadlines
  • Conflict resolution skills to address customer complaints and concerns
  • Sales and upselling abilities to promote additional products or services
  • Team collaboration and cooperation for a cohesive customer service approach

Customer Service Representative Education & Qualifications

  • High school diploma or equivalent
  • Sales training is a bonus

Customer Service Representative Job Description Template — Free Download

Streamline your online job ads using our template. Start by replacing [Company Name] with your business details and tailor the template to your specific requirements. Include relevant information to attract the best candidates for your company.

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Related: How To Write a Job Description

 

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