Customer service representative

Responsibilities:

• Answering questions about a company’s products or services: Answering both general/specific customer questions about the company’s products/services is a key responsibility of many service agents. In fact, knowledgeable employees are one of the most important aspects of a good customer service experience. Knowing the ins and outs of a company’s offerings is critical for frontline service reps. It allows them to provide quick, accurate, and comprehensive responses to customers and prospects.
• Processing orders and transactions: Some of the basic customer service job duties may involve receiving and processing incoming orders. Moreover, transactions as well as handling order cancellations, product returns, or exchanges. It means ensuring that customer orders and transactions are processed in an efficient and timely manner. Order processing is often associated with entry-level customer service jobs. And it is seen as a prime opportunity for those looking to launch their career in customer service.
• Resolving issues and troubleshooting technical problems: Resolving product/service issues, troubleshooting problems, and providing ongoing technical assistance to customers are the typical duties of help desk support teams in SaaS and tech companies. That includes providing help and support with installation, customization, maintenance, and upgrading of the product. It requires agents to have deep product/ service knowledge, as well as certain hard skills. On top of detailed knowledge of customer service support software, tech support reps very often work closely with product development teams to ensure product optimization and improvement of end-user experience.
• Delivering information about a company’s offerings: Apart from answering questions and resolving issues, the duties of a help desk support specialist may include providing information about a company’s special offerings and upselling related products/services, if appropriate, when engaging with customers. Service reps may be partially involved in sales, in some capacity. However, their primary responsibility is assisting customers with product/service inquiries, ensuring a positive service experience and customer satisfaction.
• Providing proactive customer outreach: According to numerous studies, today’s consumers expect customer service to be more proactive and personalized. Thus, customer service representatives are not just required to reactively respond to requests. Proactive customer outreach is also becoming a common duty of service employees. It may include offering support before customers even ask for help.

Requirements:

• Minimum educational level of SSCE
• No experience is required 
• Strong interpersonal and communication skills, with the ability to effectively interact with customers and internal stakeholders.
• Excellent problem-solving and decision-making abilities, with a focus on finding innovative solutions to customer issues.