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    CSR Duties

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    sandeep.blackbox
    A customer service representative handles incoming calls, resolves customer issues, maintains accounts, and recommends products. Their duties include opening and updating customer accounts, resolving complaints by determining the cause and solution, and processing account adjustments. They also contribute to sales goals by collecting customer information to identify needs and recommend additional products or services. Customer service representatives require strong communication, problem-solving, and computer skills to effectively handle high call volumes and meet quotas while providing excellent customer service.

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    CSR Duties

    Uploaded by

    sandeep.blackbox
    14 views3 pages
    A customer service representative handles incoming calls, resolves customer issues, maintains accounts, and recommends products. Their duties include opening and updating customer accounts, resolving complaints by determining the cause and solution, and processing account adjustments. They also contribute to sales goals by collecting customer information to identify needs and recommend additional products or services. Customer service representatives require strong communication, problem-solving, and computer skills to effectively handle high call volumes and meet quotas while providing excellent customer service.

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    A customer service representative handles incoming calls, resolves customer issues, maintains accounts, and recommends products. Their duties include opening and updating customer accounts, resolving complaints by determining the cause and solution, and processing account adjustments. They also contribute to sales goals by collecting customer information to identify needs and recommend additional products or services. Customer service representatives require strong communication, problem-solving, and computer skills to effectively handle high call volumes and meet quotas while providing excellent customer service.

    Copyright:

    © All Rights Reserved
    Download as TXT, PDF, TXT or read online from Scribd
    Download as txt, pdf, or txt
    14 views3 pages

    CSR Duties

    Uploaded by

    sandeep.blackbox
    A customer service representative handles incoming calls, resolves customer issues, maintains accounts, and recommends products. Their duties include opening and updating customer accounts, resolving complaints by determining the cause and solution, and processing account adjustments. They also contribute to sales goals by collecting customer information to identify needs and recommend additional products or services. Customer service representatives require strong communication, problem-solving, and computer skills to effectively handle high call volumes and meet quotas while providing excellent customer service.

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    © All Rights Reserved
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    Customer service representative duties:

    Open and maintain customer accounts by recording account information

    Resolve product or service problems by clarifying the customer's complaint;


    determining the cause of the problem; selecting and explaining the best solution to
    solve the problem; expediting correction or adjustment; following up to ensure
    resolution

    Maintain financial accounts by processing customer adjustments

    Recommend potential products or services to management by collecting customer


    information and analyzing customer needs

    Prepare product or service reports by collecting and analyzing customer information

    Contribute to team effort by accomplishing related results as needed

    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/team sales targets and call handling quotas

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

    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 reach out to customers and verify account information

    Greet customers warmly and ascertain problem or reason for calling

    Cancel or upgrade accounts

    Assist with placement of orders, refunds, or exchanges

    Advise on company information

    Take payment information and other pertinent information such as addresses and
    phone numbers

    Place or cancel orders

    Answer questions about warranties or terms of sale

    Act as the company gatekeeper


    Suggest solutions when a product malfunctions

    Handle product recalls

    Attempt to persuade customer to reconsider cancellation

    Inform customer of deals and promotions

    Sell products and services

    Utilize computer technology to handle high call volumes

    Work with customer service manager to ensure proper customer service is being
    delivered

    Close out or open call records

    Compile reports on overall customer satisfaction

    Read from scripts

    Handle changes in policies or renewals

    Customer service representative requirements:


    Proven customer support experience

    Track record of over-achieving quota

    Strong phone contact handling skills and active listening

    Familiar with CRM systems and practices

    Customer orientation and ability to adapt/respond to different types of characters

    Excellent communication and presentation skills

    Ability to multitask, prioritize and manage time effectively

    High school diploma or equivalent; college degree preferred

    Customer service representative skills & proficiencies:


    Customer Service Skills

    Product Knowledge

    Quality Focus

    Market Knowledge

    Documentation Skills

    Listening Skills

    Phone Skills

    Resolving Conflict

    Multitask
    Patience

    Negotiation

    Positive Attitude

    Attention to Detail

    People Oriented

    Analysis

    Problem Solving

    Organizational Skills

    Adaptability

    Ability to Work Under Pressure

    Computer Skills

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