Customer Service Representative

General Responsibilities / Accountabilities:

• Managing large amounts of calls in a timely and effective manner
• Identifying customer needs
• Researching customer problems
• Providing the right solutions to customers
• Meeting targets in terms of quality of conversations
• Following communication scripts (if need it)
• Managing social media and third-party review sites
• Taking opportunities to upsell to customers
• One Call Resolution
• Attending training sessions to continuously improve knowledge and performance

Qualifications:

1. Good communication skills, especially listening, as that will allow you to ask better, more relevant, questions of customers.
2. Empathy is important as you may be handling contacts from customers in difficult situations, so having natural empathy makes it much easier to build rapport with these customers.
3. An ability to multitask will prove vital, as you will have to switch between multiple systems while helping customers and switch channels frequently – from the phone to email, for example.

Apply