Job Description
Listen and respond to customers’ needs and concernsProvide information about products and servicesTake orders, determine charges, and oversee billing or paymentsReview or make changes to customer accountsHandle returns or complaintsRecord details of customer contacts and actions takenResearch answers or solutions as neededRefer customers to supervisors, managers, or others who can helpJob Specification
- Communication skills. Customer service representatives need strong communication skills to answer customers clearly. They must understand and communicate information effectively in writing, by phone, or in person.
- Listening skills. Representatives must listen carefully and understand a customer’s situation in order to help them.
- Patience. Workers should be patient and polite, especially when interacting with difficult or irate customers.
- Problem-solving skills. Representatives must determine solutions to a customer’s problem. By resolving issues effectively, representatives contribute to customer loyalty and retention.