Profession customer service representative

Contact centre information clerks provide advice and information to clients, respond to queries regarding a company’s or an organisation’s goods, services or policies, and process financial transactions using the telephone or electronic communications media, such as email. They are located in premises that may be remote from clients or other operations of the organisations or companies about whom information is provided.

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Personality Type

  • Conventional / Enterprising

Related professions call centre, service desk

  • Call centre agent inbound
  • Call centre agent outbound
  • Call centre manager
  • Client information worker, all other
  • Contact centre information clerk
  • Emergency centre telephonist
  • Enquiry clerk
  • First line supervisor call centre agents
  • Survey or market research interviewer

Knowledge

  • Customer service

    Processes and principles related to the customer, client, service user and to personal services; these may include procedures to evaluate customer's or service user's satisfaction.

Skills

  • Perform escalation procedure

    Assess situations in which a solution cannot be provided right away, and ensure that it is brought to the next levels of support.

  • Have computer literacy

    Utilise computers, IT equipment and modern day technology in an efficient way.

  • Process data

    Enter information into a data storage and data retrieval system via processes such as scanning, manual keying or electronic data transfer in order to process large amounts of data.

  • Listen actively

    Give attention to what other people say, patiently understand points being made, asking questions as appropriate, and not interrupting at inappropriate times; able to listen carefully the needs of customers, clients, passengers, service users or others, and provide solutions accordingly.

  • Process order forms with customer's information

    Obtain, enter and process customers' names, addresses and billing information.

  • Communicate with customers

    Respond to and communicate with customers in the most efficient and appropriate manner to enable them to access the desired products or services, or any other help they may require.

  • Provide customer follow-up services

    Register, follow-up, solve and respond to customer requests, complaints and after-sales services.

  • Implement customer follow-up

    Implement strategies that ensures post-sale follow up of customer satisfaction or loyalty regarding one's product or service.

  • Analyse problems for opportunities

    Identify and anticipate problems in order to choose a course of action, come up with appropriate solutions or even identify opportunities for further development.

  • Keep records of customer interaction

    Recording details of inquiries, comments and complaints received from customers, as well as actions to be taken.

  • Provide information

    Ensure quality and correctness of provided information, depending on the type of audience and context.

  • Prioritise tasks

    Organise tasks according to their priority.

  • Apply conflict management

    Take ownership of the handling of all complaints and disputes showing empathy and understanding to achieve resolution. To be fully aware of all Social Responsibility protocols and procedures, and to be able to deal with a problem gambling situation in a professional manner with maturity and empathy.

  • Perform multiple tasks at the same time

    Execute multiple tasks at the same time, being aware of key priorities.

  • Apply knowledge of human behaviour

    Practice principles related to group behaviour, trends in society, and influence of societal dynamics.

  • Ensure customer focus

    Attitude that puts customers at the centre of the business in all cases.

  • Determine charges for customer services

    Determine prices and charges for services as requested by customers; collect payments or deposits; arrange for billing.

  • Demonstrate quality orientation

    Accomplish tasks by considering all areas involved, show great concern for every aspect of the job, accurately check processes and tasks in progress, giving full atention to quality standards.

  • Process customer orders

    Handle orders placed by customers. Receive the customer order and define a list of requirements, a working process, and a time frame. Execute the work as planned.

  • Control of expenses

    Monitoring and maintaining effective cost controls, in regards to efficiencies, waste, overtime and staffing. Assessing excesses and strives for efficiency and productivity.

  • Process refunds

    Resolve customer inquiries for returns, exchange of merchandise, refunds or bill adjustments. Follow organisational guidelines during this process.

  • Guarantee customer satisfaction

    Handle customer expectations in a professional manner, anticipating and addressing their needs and desires. Provide flexible customer service to ensure customer satisfaction and loyalty.

Optional knowledge and skills

data mining methods measure customer feedback perform data analysis facilitate official agreement speak different languages show diplomacy e-commerce systems sales activities carry out active selling consumer protection contact customers use customer relationship management software upsell products

Common job titles

  • Customer service representative
  • Water service representative / customer service (ocbs)
  • Customer care associate
  • Customer service representstive
  • Patient communication representative (call center)
  • Customer service representative - work from home full time
  • Customer service representative (japanese)
  • Contact representative (customer service representative)
  • Remote customer service representative