Customer Service Representative (Csr)

What does a Customer Service Representative do?

A customer service representative, or CSR, will act as a liaison, provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.

The best CSRs are genuinely excited to help customers. They’re patient, empathetic, and passionately communicative. They love to talk. Customer service representatives can put themselves in their customers’ shoes and advocate for them when necessary. Customer feedback is priceless, and these CSRs can gather that for you. Problem-solving also comes naturally to customer care specialists. They are confident at troubleshooting and investigate if they don’t have enough information to resolve customer complaints.

The target is to ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction.

Responsibilities:

• Manage large amounts of incoming calls
• Take the extra mile to engage customers
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Follow communication procedures, guidelines, and policies
• Provide accurate, valid, and complete information by using the right methods/tools
• Meet personal/customer service team sales targets and call handling quotas
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution Keep records of customer interactions, process customer accounts, and file documents
• Identify and assess customers’ needs to achieve satisfaction
• Generate sales leads

Requirements:

• Track record of over-achieving quota
• High school degree
• Ability to multitask, prioritize, and manage time effectively
• Customer orientation and ability to adapt/respond to different types of characters
• Strong phone contact handling skills and active listening
• Excellent communication and presentation skills
• Proven customer support experience or experience as a client service representative
• Familiarity with CRM systems and practices

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