Posted by Customer Service Representative Job Description
Customer Service Representative is the first person customers talk to when they have questions or problems with a product or service that the company sells. They have many tasks, such as answering incoming phone calls, answering customers’ questions about goods and services, and processing payments or returns.
This template for a job description of a Customer Service Representative is best for putting on online job boards or careers pages. So, employers can use this job description for Customer Service Representative roles in company.
Customer Service Associate, Member Service Representative, Customer Support Professional, Customer Support Representative and Contact Representative are all examples of similar work titles.
A Customer Service Representatives tasks and responsibilities include:
- Taking care of incoming calls and customer service questions.
- Coming up with sales leads that turn into new customers.
- Figuring out and meeting customers’ needs to make them happy.
Job Brief
We want to hire a Customer Service Representative who cares about customers.
So, what does a person who works in customer service do?
A Customer Service Representative will act as a mediator, give information about our products and services, answer questions, and quickly and accurately solve any problems that may arise with our customer accounts.
The best customer service reps are pleased to help people. They are gentle, understand other people’s feelings, and love to talk. Moreover, they need to communicate and know how important it is to be able to talk to people. Customer Service Representatives can put themselves in their customers’ shoes and speak up for them when needed. Customer Service Representatives are also good at finding solutions to problems. Also, they are good at troubleshooting and will do research if they don’t have enough information to answer customer questions or solve problems.
Thus, the goal is to ensure service standards are good, answer customer questions quickly, and keep customers happy.
Customer Service Representative Roles and Responsibilities:
- Handle a large number of calls.
- Generate sales leads.
- Find out and evaluate what people want to make them happy.
- Open and two-way contact with customer accounts will help you build long-term relationships and trust.
- Use the proper methods and tools to give correct, valid, and complete information.
- Meet sales goals and call-handling goals for the personal/customer service team.
- Handle customer complaints, offer suitable solutions and alternatives on time, and also follow up to ensure the problem is fixed.
- Keep track of how you deal with customers, handle their accounts, and file documents.
- Follow the rules, processes, and policies for communication.
- Go the extra mile to get customers’ attention.
Requirements and skills
- Proven knowledge of customer service or work as a Customer Service Representative.
- History of meeting or exceeding goals.
- Strong phone skills and ability to actively listen.
- Knowledge of CRM tools and also know how they work.
- Focus on the customer and the skill to adapt to different types of people.
- Excellent conversation and presentation skills.
- Ability to do more than one thing at once, set priorities, and use time well.
- At least SPM holder.
Salary Range
The average monthly salary for Customer Service Representative jobs in Malaysia ranges from RM 2,700 to RM 3,800.
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