Customer Service Representative – Voice and Non-Voice Process Job Description Template
As a Customer Service Representative for Telligent and Firstsource, you will handle both voice and non-voice customer interactions. Your primary responsibility is to ensure customer satisfaction by addressing inquiries, resolving issues, and providing top-notch support through multiple communication channels.
Responsibilities
- Handle inbound and outbound calls professionally.
- Respond to customer queries via email and chat.
- Resolve customer complaints and provide appropriate solutions.
- Document all interactions and maintain accurate records.
- Collaborate with team members to improve overall customer experience.
- Provide timely and accurate information to customers.
- Identify customer needs and offer appropriate recommendations.
Qualifications
- High school diploma or equivalent required; college degree preferred.
- Proven customer service experience in a call center environment.
- Strong verbal and written communication skills.
- Ability to multitask and handle a high volume of interactions.
- Proficient in using customer service software and CRM systems.
- Strong problem-solving skills and attention to detail.
- Ability to work in a fast-paced environment.
Skills
- Excellent communication skills
- Email and chat support
- Call handling
- Customer Relationship Management (CRM) software
- Problem-solving
- Multitasking
- Attention to detail
Frequently Asked Questions
A Customer Service Representative in Voice and Non-Voice Process handles customer inquiries through both telephone (voice process) and online channels such as email or chat (non-voice process). They resolve issues, provide information on products and services, and ensure customer satisfaction by communicating effectively and efficiently. The role requires strong listening skills, patience, and the ability to multitask across different platforms.
To become a Customer Service Representative in Voice and Non-Voice Process, one typically needs a high school diploma or equivalent. Strong communication skills are essential, along with proficiency in using computers and basic software applications. Although experience in a similar role is beneficial, some companies offer training programs for entry-level positions. Candidates often start by applying to companies with active customer service departments.
The average salary for a Customer Service Representative in Voice and Non-Voice Process varies based on location, experience, and the specific industry. Generally, it reflects compensation for maintaining excellent customer relations and handling diverse customer issues. Entry-level positions may start with a lower salary, but there is potential for growth as one gains experience and expertise in managing customer interactions across multiple channels.
Qualifications for a Customer Service Representative in Voice and Non-Voice Process typically include a high school diploma and excellent verbal and written communication skills. Proficiency in computer usage and familiarity with customer service software are important. While some positions may require prior experience, companies often value problem-solving abilities and a customer-centric attitude. Training programs may be available for those new to the field.
Skills required for a Customer Service Representative in Voice and Non-Voice Process include strong communication, problem-solving, and multitasking abilities. Responsibilities involve handling customer queries, providing solutions, maintaining records, and ensuring a high level of customer satisfaction. Proficiency in using CRM software and a good understanding of company products and services are also critical to successfully fulfilling the role's requirements.