Job Purpose:
Serves customers by providing product and service information; resolving product and service problems.
Key Responsibilities:
Respond to customer inquiries and service questions; provide information about products and services.
Record and open customer accounts; maintain customer records by updating account information.
Resolve product or service problems by clarifying customer complaints determining the cause and explaining the best solution; expedite correction or adjustment; follow up to ensure resolution.
Process customer adjustments for financial accounts.
Recommend potential products or services to management by collecting customer information and analyzing needs.
Prepare product or service reports by collecting and analyzing customer information; contribute to team effort by accomplishing related results as needed.
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 verify account information.
Greet customers warmly ascertain problem or reason for calling and assist with placement of orders refunds or exchanges.
Advise on company information take payment information and collect other pertinent details such as addresses and phone numbers.
Cancel or upgrade accounts; place or cancel orders; answer questions about warranties or terms of sale.
Act as the company gatekeeper and suggest solutions when a product malfunctions.
Skills:
Customer Service Product Knowledge Quality Focus Problem Solving Market Knowledge Documentation Skills Listening Phone Skills Resolving Conflict Analyzing Information Multitasking.
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