The role of a Customer Service Representative (CSR) involves providing exceptional customer support, addressing inquiries and issues, utilizing product knowledge, resolving problems, maintaining accurate records, promoting products or services, collaborating with colleagues, adhering to company policies, and continuously improving customer support.
- Minimum Qualification: HND
- Experience Level: Entry level
- Experience Length: 2 years
- Customer Interaction: Interact with customers via phone, email, chat, or in person to address inquiries, provide information, and resolve issues or concerns.
Product Knowledge: Develop a deep understanding of the company's products or services to effectively assist customers and answer their questions.
Problem Resolution: Identify and resolve customer problems, complaints, or requests in a timely and efficient manner, ensuring customer satisfaction.
Communication Skills: Exhibit excellent communication skills by listening to customers, asking probing questions, and providing clear and concise information.
Documentation: Maintain accurate and detailed records of customer interactions, including inquiries, complaints, and resolutions.
Information Resource: Serve as a knowledgeable resource for customers, providing information on product features, pricing, availability, promotions, and company policies.
Conflict Resolution: Skillfully handle customer disputes or conflicts, aiming for amicable solutions and de-escalating tense situations.
Up-selling and Cross-selling: Promote and sell additional products or services to customers when appropriate.
- Feedback Gathering: Collect customer feedback and insights to help improve products, services, and customer support processes.
- Metrics Tracking: Monitor and meet performance metrics and goals related to response times, customer satisfaction, and issue resolution.
- Continuous Learning: Stay informed about changes in products, services, and industry trends to provide accurate and up-to-date information to customers.
- Minimum academic qualification of a Bachelor's degree in any related discipline
- Minimum of 2 years of proven work experience
- Team Collaboration: Collaborate with colleagues and other departments to address customer needs, share insights, and resolve complex issues.
- Policy Adherence: Follow established company guidelines, protocols, and policies while assisting customers, and ensuring data privacy and security.
Adaptability: Be adaptable and able to handle a variety of customer inquiries and scenarios effectively.
Shift Flexibility: Depending on the company's operational hours, CSRs may need to work flexible shifts, including evenings, weekends, or holidays.
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