Customer Services Representatives
Kamal Laboratories, Pakistan

The Customer Service Representative attracts potential customers by answering product and service questions; suggesting information about other products and services. Process orders, prepare correspondences and fulfill customer needs to ensure customer satisfaction.

Requires a high school diploma or equivalent and 0-3 years of experience in the field or in a related area.

Has knowledge of commonly-used concepts, practices and procedures within a particular field. Rely on instructions and pre-established guidelines to perform the functions of the job. Works under immediate supervision. Primary job functions do not typically require exercising independent judgment.

Typically reports to a supervisor or manager. The target is to ensure excellent service standards and maintain high customer satisfaction.

Job functions:

Open and maintain customer accounts by recording account information

Resolve product or service problems by 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

Maintain financial accounts by processing customer adjustments

Recommend potential products or services to management by collecting customer information and analyzing customer needs

Prepare product or service reports by collecting and analyzing customer information

Contribute to team effort by accomplishing related results as needed

Manage large amounts of incoming calls

Generate sales leads

Identify and assess customers' needs to achieve satisfaction

Build sustainable relationships of trust through open and interactive communication

Provide accurate, valid and complete information by using the right methods/tools

Meet personal/team sales targets and call handling quotas

Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensureresolution

Keep records of customer interactions, process customer accounts and file documents

Follow communication procedures, guidelines and policies

Go the extra mile to engage customers

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

Cancel or upgrade accounts

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

Place or cancel orders

Answer questions about warranties or terms of sale

Act as the company gatekeeper

Suggest solutions when a product malfunctions

Handle product recalls

Attempt to persuade customer to reconsider cancellation

Inform customer of deals and promotions

Sell products and services

Utilize computer technology to handle high call volumes

Work with customer service manager to ensure proper customer service is being delivered

Close out or open call records

Job Rewards and Benefits