Customer Service Job Description

General Purpose

Interact with customers to provide and process information in response to inquiries, concerns and requests about products and services.

Main Job Tasks and Responsibilities

• deal directly with customers either by telephone, electronically or face to face
• respond promptly to customer inquiries
• handle and resolve customer complaints
• obtain and evaluate all relevant information to handle inquiries and complaints
• perform customer verifications
• process orders, forms, applications and requests
• direct requests and unresolved issues to the designated resource
• manage customers' accounts
• keep records of customer interactions and transactions
• record details of inquiries, comments and complaints
• record details of actions taken
• manage administration
• communicate and coordinate with internal departments
• follow up on customer interactions

Education and Experience

• High school diploma, general education degree or equivalent
• knowledge of customer service principles and practices
• knowledge of relevant computer applications
• ability to type
• knowledge of administrative procedures
• numeric, oral and written language applications
• product knowledge

Key Competencies

• interpersonal skills
• communication skills - verbal and written
• listening skills
• problem analysis and problem-solving
• attention to detail and accuracy
• data collection and ordering
• customer service orientation
• adaptability
• initiative
• stress tolerance