Customer Service Agent

Roles and Responsibilities

1. Representative is responsible for engaging with customers on behalf of their company. Their duties include answering phone calls or emails from consumers to respond to questions, participating in meetings with the customer service team to discover new communication tactics, and maintaining expert knowledge about company products or services to best assist patrons.
2. Promptly responding to customer queries via email, live chat, video, phone, and social media channels.
3. Immediately escalating serious complaints or issues that you are not equipped to deal with.
4. Liaising with colleagues or managers to find the best solutions to customers’ issues.
5. Identifying common problems and escalating them to management, along with possible suggestions for improvement, wherever possible.
6. Maintaining a polite, helpful, and professional manner at all times.
7. Obtaining and sharing customer feedback with colleagues and other departments so that products and services can be improved.
8. Familiarizing yourself with new products and services as they are introduced.
9. Attending workshops and meetings as required.
10. Providing training to new customer service agents.
11. Respecting client confidentiality at all times.

Desired Candidate Profile

• Providing introductory information to prospective and new customers.
• Ensuring that consumers are satisfied with products or services by handling complaints and inquiries.
• Following up with clients or customers by phone or email to check that they’re still satisfied with their purchases.
• Letting patrons know about additional products or services that might benefit them.
• Determining the quickest, most effective ways to answer a client’s or customer’s questions.
• Escalating queries and concerns, when necessary.
• Troubleshooting common issues with products or services.
• Working with a team of CSRs and other departments to find appropriate solutions to problems.
• Interpersonal and customer service skills to ensure positive interactions with customers.
• Analytical and problem-solving skills to diagnose problems and recommend effective solutions.
• Multitasking and organizational skills to work on multiple issues at one time.
• Active listening and communication skills to handle patrons who may be upset.
• Time-management skills to respond to customer emails, calls, and web chat messages promptly.
• Teamwork skills to collaborate with representatives and coworkers in other departments.
• Ability to remain upright and stationary for long periods during a shift.
• Technical skills to use voice-over-IP phones and customer records management, word processing, database, email, and chat software programs.