Job Description

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 access 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

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 aacurately

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

Job details

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