Customer Services Representative

Job Description

Major Areas of Responsibility? Demonstrate high level of proficiency in the attending to incoming calls/messages at the assigned desk; handles inquires/fault reports/service requests including non-routine/complex ones with minimal guidance and supervisory support. Responds to, follows up and seeks feedback from customers/callers and interfaces with concerned sections/divisions/units/client organizations as required. Complies with the prescribed policies, operating procedures & quality standards to ensure optimum satisfaction of all customers & callers. ? Attends to shift duties as assigned in order to ensure continuity in the contact centre service operations. Exhibits tact, diplomacy & courtesy when dealing with or addressing all customers? calls/inquiries. ? Coaches and supports trainees and new staff in the contact center routine and reports/reviews the progress/concerns with the superior. Submits and follows up on reports and statistics as requires. ? Covers for supervisors as required.Duties & Responsibilities: Depending upon the assignment of responsibilities the job-holder shall handle the concerned operational functions ?such as operator services, customer Enquiries and other External or internal response service.? Demonstrates high level of proficiency in the operational routines of the contact centre response desk. Keeps abreast of the assigned service area of the products, services, corporate profile, techno-commercial procedures etc of the assigned service area in order to able to competently handle the incoming queries/service requests and complaints.? Handles all incoming calls/messages including those of non-routine complex nature.? Review critical/key issues/concerns with the immediate supervisor and follows up in order to resolve the issues.? Demonstrate politeness, poise, dignity and emotional maturity in handling the calls. Handles difficult callers/inquires with the required tact and sophistication.? Keeps record/log of calls/messages attended and submits daily/weekly report to immediate supervisors for information and feedback. Highlights significant and complex shifts events/issues to the immediate supervisor and follows up as required.? Complies with the operating instructions and quality standards at all times.? Attends to shift duties and additional assignment as required in order to meet periodic surges in call/message traffic at the desk as well as to ensure continuity of services.? Provide clerical support in documentation and database update as required.? Records all customers? suggestions and ideas on improving the concerned products and services; discusses with superiors and generates the prescribed feedback reports.? Participates in Outbound campaigns and survey exercises by interfacing with the identified customers, capturing the responses, tabulating the responses as required; reviews with supervisor and assists in follow up.? Provides supervision and coaches the trainees and new recruits in the contact centre routines.? Provides supervision and coaches the trainees and new recruit in the contact required.? Undertakes full responsibility of all equipment under his/her charge.? Achieve the daily target given by the client for cases and emails.? Clear the queue of cases and emails on daily basis.? Update the CSR about information came through the CRM.? Assist the CSR in the information required.? Perform any other related duties as required.

Keyskills :
Customer Service