Profession customer service representative

Customer service representatives handle complaints and are responsible for maintaining overall goodwill between an organisation and its customers. They manage data regarding customer satisfaction and report it.

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Personality Type

  • Enterprising / Conventional

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

  • Have computer literacy

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

  • Provide customer follow-up services

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

  • Apply knowledge of human behaviour

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

  • Determine charges for customer services

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

  • Process order forms with customer's information

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

  • Process refunds

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

  • 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.

  • Ensure customer focus

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

  • Implement customer follow-up

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

  • 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.

  • Keep records of customer interaction

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

  • 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.

  • Perform multiple tasks at the same time

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

  • 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.

  • 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.

  • Prioritise tasks

    Organise tasks according to their priority.

  • 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.

  • 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.

  • 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.

  • 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.

  • Provide information

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

Optional knowledge and skills

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