Call Center Representative

  • LiveOps
  • Mar 17, 2020
Full time Admin-Clerical Customer Service Entry Level

Job Description

Job briefing:

What does a Customer Service Representative do?

A customer service representative, or CSR, will act as a liaison, provide product/services information and resolve any emerging problems that our clients might face with accuracy and efficiency.

The best CSRs are genuinely excited to help customers. They’re patient, empathetic, and passionately communicative. They love to talk. Customer service representatives 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 the problem.

The target is to ensure excellent service standards and maintain high customer satisfaction.

*Responsibilities:

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/customer service team sales targets and call handling quotas

Handle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

Keep records of customer interactions, process customer accounts and file documents

Follow communication procedures, guidelines and policies

Take the extra mile to engage customers

*Requirements:

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, prioritise, and manage time effectively

High school degree