Customer Service Representative (CSR) Job Description

The Customer Care Representative or Customer Service Representative (CSR) role is a crucial one in any organization. The position is so critical that top-level priority is given to it. Customer Service Representatives (CSR) are the first point of contact between any organization and her clients.

A Customer Service Representative (CSR) will act as a liaison, provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.

The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

Customer Service Representative 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 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 customers 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
  • Closeout or open call records
  • Compile reports on overall customer satisfaction
  • Handle changes in policies or renewals
  • Resolve customer complaints via phone, email, mail or social media

Customer Service Representative (CSR) Requirements, Top Skills & Proficiencies

  • 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 degree
  • Product Knowledge
  • Quality Focus
  • Problem Solving
  • Market Knowledge
  • Documentation Skills
  • Listening Skills
  • Phone Skills
  • Resolving Conflict
  • Analyzing Information
  • Multi-tasking
  • Customer Service
  • Patience
  • Negotiation
  • Positive Attitude
  • Attention to Detail
  • People Oriented
  • Analysis
  • Organizational Skills
  • Adaptability
  • Ability to Work Under Pressure
  • Computer Skills

Customer Service Representative (CSR) Traits & Personality

  • The best CSRs are genuinely excited to help customers.
  • They are patient, empathetic, and passionately communicative.
  • They love to talk.
  • CSRs can put themselves in their customers’ shoes and advocate for them when necessary.
  • Customer feedback is priceless, and these CSRs can gather that for you.
  • Problem-solving also comes naturally to customer care specialists.
  • They are confident at troubleshooting and investigate if they don’t have enough information to resolve customer complaints.

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