Customer Service Representative

MODERN TECHNOLOGY E-TİCARET DIŞ TİCARET LİMİTED ŞİRKETİ

JOB DESCRIPTION

Customer service representatives interact with customers on behalf of the organization. They provide information about products and services, take orders, respond to customer complaints, and process returns. Many customer service representatives work in customer contact centers. Others work in insurance agencies, banks, stores, or other places that have contact with customers. 

Customer service representatives answer questions and resolve problems. When a customer calls and has an issue that needs to be handled, a representative will usually open the customer’s file in the company’s computer system. Representatives use this information to solve problems and may also make changes to customer accounts, such as to update an address on file or cancel an order.

Customer service representatives also have access to responses for the most commonly asked questions and to specific guidelines for dealing with requests or complaints. In the event that the representative does not know the answer to a question or is unable to solve a specific problem, a supervisor or other experienced worker may help.

Scope of work

• Listen and respond to customers’ needs and concerns

• Provide information about products and services

• Take orders, determine charges, and oversee billing or payments

• Review or make changes to customer accounts

• Handle returns or complaints

• Record details of customer contacts and actions taken

• Research answers or solutions as needed

• Refer customers to supervisors, managers, or others who can help

Qualifications

Customer service representatives need strong listening and speaking skills to clearly and accurately respond to customer inquiries and concerns. They must listen carefully to customers to understand their needs and concerns in order to be able to resolve the call as efficiently and effectively as possible.

Workers who interact with customers by email, live chat, or other non-voice contact channels must write well, using correct grammar, spelling, and punctuation. They must respond to questions and complaints in a friendly and professional manner.