CSE

<ul><li>Open and maintain customer accounts by recording account information</li><li>Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution</li><li>Maintain financial accounts by processing customer adjustments</li><li>Recommend potential products or services to management by collecting customer information and analyzing customer needs</li><li>Prepare product or service reports by collecting and analyzing customer information</li><li>Contribute to team effort by accomplishing related results as needed</li><li>Manage large amounts of incoming calls</li><li>Generate sales leads</li><li>Identify and assess customers' needs to achieve satisfaction</li><li>Build sustainable relationships of trust through open and interactive communication</li><li>Provide accurate, valid, and complete information by using the right methods/tools</li><li>Meet personal/team sales targets and call handling quotas</li><li>Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution</li><li>Keep records of customer interactions, process customer accounts, and file documents</li><li>Follow communication procedures, guidelines, and policies</li><li>Go the extra mile to engage customers</li><li>Resolve customer complaints via phone, email, mail, or social media</li><li>Use telephones to reach out to customers and verify account information</li><li>Greet customers warmly and ascertain problem or reason for calling</li><li>Cancel or upgrade accounts</li><li>Assist with placement of orders, refunds, or exchanges</li><li>Advise on company information</li><li>Take payment information and other pertinent information such as addresses and phone numbers</li><li>Place or cancel orders</li><li>Answer questions about warranties or terms of sale</li><li>Act as the company gatekeeper</li><li>Suggest solutions when a product malfunctions</li><li>Handle product recalls</li><li>Attempt to persuade customer to reconsider cancellation</li><li>Inform customer of deals and promotions</li><li>Sell products and services</li><li>Utilize computer technology to handle high call volumes</li><li>Work with customer service manager to ensure proper customer service is being delivered</li><li>Close out or open call records</li><li>Compile reports on overall customer satisfaction</li><li>Read from scripts</li><li>Handle changes in policies or renewals</li></ul><h2>Customer service representative requirements:</h2><ul><li>Proven customer support experience</li><li>Track record of over-achieving quota</li><li>Strong phone contact handling skills and active listening</li><li>Familiar with CRM systems and practices</li><li>Customer orientation and ability to adapt/respond to different types of characters</li><li>Excellent communication and presentation skills</li><li>Ability to multitask, prioritize and manage time effectively</li><li>High school diploma or equivalent; college degree preferred</li><li><br></li></ul><p><br></p>