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.

Customer service representative - Career Profile

Quick Facts:

Bachelor's degree $46K Medium Balance High Demand

In-Demand Skills:

customer service skills customer experience communication skills microsoft excel training sales management skills customer service representatives

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Skills

• 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 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.

• 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.

• Apply knowledge of human behaviour

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

• Perform multiple tasks at the same time

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

• 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.

• 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.

• 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.

• Determine charges for customer services

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

• Prioritise tasks

  Organise tasks according to their priority.

• Have computer literacy

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

• 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 customer follow-up services

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

• Provide information

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

• Process refunds

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

• Ensure customer focus

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

• Keep records of customer interaction

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

• 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.

• 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.

• Process order forms with customer's information

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

Optional knowledge and skills

Source: Sisyphus ODB