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Job Description
Position Title : Customer Service Representative
Department : Call Center
Reports To : Operations Supervisor
Primary Duty
-
The Customer Service Representative is responsible
for taking inbound calls from customers purchasing
a variety of differing products, seeking assistance
with purchases, or who have discrepancies in their
overall experience with products and or services.
Essential Duties and Responsibilities
- Answering all incoming calls for which
he/she has been trained/scheduled for (PC and
PC peripherals related projects);
- Handling all incoming calls in a courteous
efficient manner and resolving all customer questions
to the best of his/her ability;
- Logging all calls as required in the
systems, this mean entering all information necessary
to provide a high quality service;
- Answering incoming e-mails in a courteous
efficient manner and resolving all customers’
questions to the best of his/her ability;
- Gathering all important information
from the customer;
- Trying to maintain an average talk-time
under the average talk-time goal for that product
and month while maintaining a low Aux-time;
- Staying abreast of new developments
as they relate to the function of Customer Service
Representative;
- Working together with supervisors and
management to achieve short and long term goals
and meet performance targets as well as setting
new goals and targets;
- Following proper procedures, regulations
and policies;
- Properly representing our Corporate
Customer and their policies as stated in training
documentation, training sessions or in any other
document.
Supervision
- Receive close supervision related to
specific work activities, assignments, methods,
etc; usually receive frequent surveillance over
job activities; instructions are detailed and
assignments are typically short-term.
Other Duties and Responsibilities
- Comply with all safety policies, practices
and procedures. Report all unsafe activities to
team lead / mentor and/or Human Resources.
Education and/or Experience
- High school diploma or general education
degree; or one to three months related experience
and/or training; or equivalent combination of
education and experience.
Knowledge, skills and abilities
- Above average knowledge of computer hardware
and software;
- Able to provide excellent customer service;
- Able to manage an escalated customer
service issue;
- Able to accurately enter customer information
into the computer;
- Excellent communication skills (verbal
and written);
- Good listening skills;
- Ability to write standard correspondence;
- Ability to effectively communicating
details to customers;
- Ability to handle multiple tasks simultaneously;
- Ability to be patient with customers;
- Ability to deal with stressful situations;
- Able to maintain excellent productivity,
utilization and quality;
- A good attitude and an enthusiastic
outlook.
Work Schedule/Hours
Working hours are based on contractual agreements
with additional days and extended hours as necessary
to fulfill responsibilities. Must have a flexible
schedule and be able to perform opening, closing
and weekend shifts.
Nothing in this job description restricts
management’s right to assign or reassign
duties and responsibilities to this position at
any time.
Apply
Now !
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