DESIGNING ANG ANALYZING THE JOBS

WORKFLOW ANALYSIS
JOB DESCRIPTION

CUSTOMER SERVICE REPRESENTATIVE

OVERVIEW
When you work as a Customer Service Representative you respond to customer
inquiries and provides strategic support for their concerns. Resolves customer
concerns and issues effectively. Follows guidelines and ensures compliance with
policies established by the company.

JOB DESCRIPTION
You will serve as a liaison between our company and our customers, providing
information about our products and services, answering questions, and resolving
any problems that may arise. Also, as a customer service representative you should
have a genuine passion for what you do.

DUTIES
As a customer service representative your duties include answering customer
questions, providing information about products/services, and assisting with easy
troubleshooting issues.

MAJOR TASKS AND RESPONSIBILITIES

 Manage large amounts of incoming phone calls
 Generate sales leads
 Identify and assess customers’ needs to achieve satisfaction
 Build sustainable relationships and trust with customer accounts through open
and interactive communication
 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
 Follow communication procedures, guidelines, and policies
 Take the extra mile to engage customers
JOB SPECIFICATIONS

CUSTOMER SERVICE REPRESENTATIVE

REQUIREMENTS
Must be a great listener and communicator that is empathetic but with a problem-
solving mindset since you will be speaking directly with customers. Also, must
have a strong understanding of the company’s products and services to address
customer questions and should also have a pleasant attitude to de-escalate
potentially hostile customers and need to work in a fast-paced environment.

JOB REQUIREMENTS
 Proven customer support experience or experience as a Client Service
Representative
 Track record of over-achieving quota
 Strong phone contact handling skills and active listening
 Familiarity with CRM systems and practices
 Customer orientation and ability to adapt/respond to different types of characters
 Excellent communication and presentation skills
 Ability to multi-task, prioritize, and manage time effectively
 High school diploma