Description
Customer service representatives handle complaints and are responsible for maintaining overall goodwill between an organisation and its customers. They manage data regarding customer satisfaction and report it.
EssentialOptional
Theoretical Knowledge
Practical Skills
keep records of customer interactionprovide informationimplement customer follow-upensure client orientationidentify customer's needsperform escalation proceduredetermine charges for customer servicesprocess order forms with customer's informationprocess customer ordersmanage schedule of taskscontrol of expensesprocess refundsprovide customer follow-up servicesprocess dataapply conflict managementhave computer literacyguarantee customer satisfactionperform multiple tasks at the same timeapply knowledge of human behaviourcommunicate with customerslisten activelycreate solutions to problemsmeasure customer feedbackcarry out active sellingfacilitate official agreementspeak different languagescontact customersshow diplomacyupsell productsuse e-servicesuse customer relationship management softwareperform data analysis