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Customer Service/Management

The Customer Service Representative attracts potential customers by answering product and service questions; suggesting information about other products and services. Process orders, prepare correspondences and fulfill customer needs to ensure customer satisfaction.

Requires a high school diploma or equivalent and 0-3 years of experience in the field or in a related area. Has knowledge of commonly-used concepts, practices and procedures within a particular field. Rely on instructions and pre-established guidelines to perform the functions of the job. Works under immediate supervision. Primary job functions do not typically require exercising independent judgment. Typically reports to a supervisor or manager. The target is to ensure excellent service standards and maintain high customer satisfaction.

Job functions:

Open and maintain customer accounts by recording account information

Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution

Maintain financial accounts by processing customer adjustments

Recommend potential products or services to management by collecting customer information and analyzing customer needs

Prepare product or service reports by collecting and analyzing customer information

Contribute to team effort by accomplishing related results as needed

Manage large amounts of incoming calls

Generate sales leads

Identify and assess customers’ needs to achieve satisfaction

Build sustainable relationships of trust through open and interactive communication

Provide accurate, valid and complete information by using the right methods/tools

Meet personal/team sales targets and call handling quotas

Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure

resolution

Keep records of customer interactions, process customer accounts and file documents

Follow communication procedures, guidelines and policies

Go the extra mile to engage customers

Resolve customer complaints via phone, email, mail or social media

Use telephones to reach out to customers and verify account information

Greet customers warmly and ascertain problem or reason for calling

Cancel or upgrade accounts

Assist with placement of orders, refunds, or exchanges

Advise on company information

Take payment information and other pertinent information such as addresses and phone numbers

Place or cancel orders

Answer questions about warranties or terms of sale

Act as the company gatekeeper

Suggest solutions when a product malfunctions

Handle product recalls

Attempt to persuade customer to reconsider cancellation

Inform customer of deals and promotions

Sell products and services

Utilize computer technology to handle high call volumes

Work with customer service manager to ensure proper customer service is being delivered

Close out or open call records

Compile reports on overall customer satisfaction

Read from scripts

Handle changes in policies or renewals

Resolve customer complaints via phone, email, mail or social media

Requirements:

Proven customer support experience

Track record of over-achieving quota

Strong phone contact handling skills and active listening

Familiar 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 or equivalent; college degree preferred

Customer service representative top skills & proficiencies:

Customer Service

Product Knowledge

Quality Focus

Market Knowledge

Documentation Skills

Listening Skills

Phone Skills

Resolving Conflict

Multitask

Patience

Negotiation

Skills: Copy Typing, Data Entry, Data Processing, Excel, Microsoft Exchange

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About the Employer:
( 0 reviews ) United States

Project ID: #17223162

30 freelancers are bidding on average $20/hour for this job

schoudhary1553

Hello, I can help with you in your project Customer Service/Management. I have more than 5 years of experience in Copy Typing, Data Entry, Data Processing, Excel, Microsoft Exchange. We have worked on several simila More

$15 USD / hour
(251 Reviews)
7.6
funnyhoney

PMP certified project manager and MBA in marketing. worked as ops manager for reputed us based companies. also as customer relations manager for clients like Saks and general mills in the us. willing to offer 1hour fre More

$22 USD / hour
(64 Reviews)
7.1
MenoMohamed

i've worked in vodafone uk call center for 3 months, i believe i have what it takes for the job :)

$15 USD / hour
(11 Reviews)
3.1
shahshaheen

Hello, I’m Bushra, professional Software Developer & SEO expert Please come in private chat to discuss more in detail about your project and to see my previous Work. I’m ready to start your project right now. I assu More

$15 USD / hour
(0 Reviews)
0.0
Flordelice

I've been working in a BPO industry for almost 5 years. Experienced working as a Customer service and a Technical support representative.

$24 USD / hour
(0 Reviews)
0.0
piyush27sri

I have Experience of handling Customer of North america for more than 6 years. Have been trained on how to communicate with North American customers.

$22 USD / hour
(0 Reviews)
0.0
junkyfunky

Hello, I've read your project description and I want to tell you that I can build Customer Service Management System with all the mentioned features for you as per your requirements with mobile responsive design. Le More

$22 USD / hour
(1 Review)
0.1
thanhan25

Hi, how can I help you today?

$18 USD / hour
(0 Reviews)
0.0
joelherrera

Hi My name is Joel Herrera, over 3 years of call center experience. Very confortable an passionate with providing excellent customer service. Looking forward to your response, kind regards.

$16 USD / hour
(0 Reviews)
0.0
zsashanejimenez

Hi. I'd like to be consider as your customer service agent, i was on a BPO Industry for 3 years for a Australian account Third Party Debt Collection, handling both inbound and outbound calls handling different campaign More

$16 USD / hour
(0 Reviews)
0.0
$22 USD / hour
(0 Reviews)
0.0
$22 USD / hour
(0 Reviews)
0.0
Simomoukasse

Hello there, I see that you are looking for a highly organised experienced Customer Support representative who could take could take care of your Phone/Email support 24/7 ! your project reminds me of my previous More

$15 USD / hour
(0 Reviews)
0.0
maryannyare

Hi, I specialize in customer service since I have been working in the industry for almost 5 years now.

$16 USD / hour
(0 Reviews)
0.0
Misbah05

Hello, I would like to apply for the position as I have the temperament, qualifications, experience, willing to learn, support the business and be able to grow with the organization. I have worked as the head of More

$17 USD / hour
(0 Reviews)
0.0
$22 USD / hour
(0 Reviews)
0.0
andreellis1234

To whom this may concern: Sir/Madam, I am most suitable for this position as i have been doing customer service for quite sometime. i have recently resigned from my job as a consultant for at&t and i was handling c More

$22 USD / hour
(0 Reviews)
0.0
$22 USD / hour
(0 Reviews)
0.0
Talha166

I am student of management and possess good communication skills.I ensure that i will do my work with hardwork and honesty.

$18 USD / hour
(0 Reviews)
0.0
Ranjany

I wat to be your copy Tyler sinse I have enough experience

$22 USD / hour
(0 Reviews)
0.0