Call Center Customer Service Representative Job Description
In this role, you will be responsible for answering customer calls, addressing their questions and concerns, and providing information about products or services. You will also handle customer complaints, process orders, and assist with billing and account inquiries. Additionally, you may be required to escalate complex issues to the appropriate department or supervisor.
Responsibilities
- Answer customer calls and respond to inquiries in a professional and timely manner
- Identify and resolve customer complaints and issues
- Provide accurate information about products, services, and promotions
- Process orders, forms, applications, and requests
- Assist customers with billing and account inquiries
- Escalate complex issues to the appropriate department or supervisor
- Document customer interactions and transactions in the CRM system
- Adhere to company policies and procedures
- Meet or exceed performance targets and goals
Qualifications
- Previous experience in a customer service role
- Excellent communication and interpersonal skills
- Ability to effectively handle customer complaints and resolve issues
- Strong problem-solving skills
- Good knowledge of the company's products and services
- Ability to work in a fast-paced and high-pressure environment
- Attention to detail and accuracy
- Proficiency in computer systems and software applications
- Ability to adapt to changing processes and technology
Skills
- Excellent verbal and written communication skills
- Active listening and empathy
- Problem-solving and conflict resolution
- Knowledge of CRM systems
- Ability to multitask and prioritize
- Attention to detail
- Ability to work under pressure
- Basic computer skills
- Ability to remain calm and professional in challenging situations
- Positive attitude and team player mindset