Customer Service Representatives typically work for corporations as part of the customer service department. They help customers order and return products, answer questions about usage and assist consumers with assembling or repairing products by offering advice. By maintaining a professional, positive attitude when talking with customers in person, over the phone or by email, they can deescalate situations, aiding in improved customer retention rates.
O que um Customer Service Representative faz?
Customer Help Representative, is responsible for engaging with customers on behalf of their company. Their duties include answering phone calls or emails from consumers to respond to questions, participating in meetings with the customer service team to discover new communication tactics and maintaining expert knowledge about company products or services to best assist patrons.
Responsabilidades
Um Customer Service Representative deve ser capaz de cumprir vários deveres e responsabilidades. A seguir estão alguns deveres e responsabilidades que um Customer Service Representative deve ser capaz de executar:
Providing introductory information to prospective and new customers
Ensuring that consumers are satisfied with products or services by handling complaints and inquiries
Following up with clients or customers by phone or email to check that they’re still satisfied with their purchases
Letting patrons know about additional products or services that might benefit them
Determining the quickest, most effective ways to answer a client’s or customer’s questions
Troubleshooting common issues with products or services
Habilidades necessárias
Um Customer Service Representative competitivo terá certas habilidades e qualificações, incluindo:
Interpersonal and customer service skills to ensure positive interactions with customers
Analytical and problem-solving skills to diagnose problems and recommend effective solutions
Multitasking and organizational skills to work on multiple issues at one time
Active listening and communication skills to handle patrons who may be upset
Time-management skills to respond to customer emails, calls and web chat messages promptly
Teamwork skills to collaborate with representatives and coworkers in other departments
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