Description – Customer Service Representative

Customer Service Representative Job Description

Download Roubler’s Customer Service Representative Job Description template below.

This customer service representative job description template is created for you to utilise when trying to hire a new customer service representative for your company. This template is easy to use when uploading to online job sites and careers pages, and can be changed to reflect the specific needs of your company. In this template, we detail a role outline for a customer service representative, as well as key duties and responsibilities, and required skills. We’ve left a space for you to give some information about your company, as well a place to provide your best contact details. Find the perfect customer service representative for your company today by using this helpful tool. 

JOB DESCRIPTION Customer Service Representative

ROLE OUTLINE

Our company is seeking a customer service representative. The selected customer service representative will act as the company’s liaison with our clients. They will assist customers in their enquiries, provide detailed information about our products and services, and resolve any issues that customers may have. The successful candidate will be sincerely happy to assist customers with their needs, and will have a pleasant, patient, and calm demeanour. The customer service representative will need to be an excellent communicator, and be great at empathising with customers. Excellent ability to prompt feedback is beneficial, and stellar problem-solving skills are also necessary. The main goal of our customer service representative is to maintain stellar service, respond promptly to inquiries, and ensure all customers remain satisfied.

DUTIES AND RESPONSIBILITIES

The successful applicant will carry out the following duties and responsibilities:

• Handle a large volume of incoming customer service calls
• Produce sales leads from the inquiries received
• Quickly detect and analyse each customer’s needs in order to assist them
• Grow long-term relationships with customers based on trust
• Offer accurate and appropriate advice to each customer based on their needs
• Consistently meet your team, and personal, targets for calls and quotas
• Confidently and calmly handle complaints by empathising, providing solutions, and eventually following up to ensure customer satisfaction
• Maintain accurate and neat records of calls answered
• Handle each customer call in accordance to communication policies, guidelines and procedures
• Put in the extra effort to engage customers, even in a complaint situation

REQUIREMENTS

The successful applicant will have the following experience and skills:

• A minimum years’ experience in a similar role providing customer service
• A proven record of meeting and exceeding customer service expectations
• Stellar spoken and written communication ability
• Excellent phone communication skills, and ability to actively listen
• Experience using a CRM system such as salesforce, and the ability to interpret the results
• The ability to adapt the service style to the different types of customer interactions
• Capacity to multi-task and prioritize the tasks at hand
• A high school degree, with a tertiary degree beneficial

Please provide a full cover letter and resume to the manager to be considered for this role.