Job Description
- Listen and respond to customers’ needs and concerns
- Provide information about products and services
- Take orders
- determine charges, and oversee billing or payments
- Review or make changes to customer accounts
- Handle returns or complaints
- Record details of customer contacts and actions taken
- Research answers or solutions as needed
- Refer customers to supervisors, managers, or others who can help
Job 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.