Customer Services Representatives

4 weeks ago

Rawalpindi Cantonment, Pakistan Kamal Laboratories Full time
Customer Services Representatives
Kamal Laboratories, Pakistan

The Customer Service Representative attracts potential customers by answering product and service questions; suggesting information about other products and services. Process orders, prepare correspondences and fulfill customer needs to ensure customer satisfaction.

Requires a high school diploma or equivalent and 0-3 years of experience in the field or in a related area.

Has knowledge of commonly-used concepts, practices and procedures within a particular field. Rely on instructions and pre-established guidelines to perform the functions of the job. Works under immediate supervision. Primary job functions do not typically require exercising independent judgment.

Typically reports to a supervisor or manager. The target is to ensure excellent service standards and maintain high customer satisfaction.

Job Specification

Job functions:

  1. Open and maintain customer accounts by recording account information
  2. 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
  3. Maintain financial accounts by processing customer adjustments
  4. Recommend potential products or services to management by collecting customer information and analyzing customer needs
  5. Prepare product or service reports by collecting and analyzing customer information
  6. Contribute to team effort by accomplishing related results as needed
  7. Manage large amounts of incoming calls
  8. Identify and assess customers' needs to achieve satisfaction
  9. Build sustainable relationships of trust through open and interactive communication
  10. Provide accurate, valid and complete information by using the right methods/tools
  11. Meet personal/team sales targets and call handling quotas
  12. Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
  13. Keep records of customer interactions, process customer accounts and file documents
  14. Follow communication procedures, guidelines and policies
  15. Go the extra mile to engage customers
  16. Resolve customer complaints via phone, email, mail or social media
  17. Use telephones to reach out to customers and verify account information
  18. Greet customers warmly and ascertain problem or reason for calling
  19. Cancel or upgrade accounts
  20. Assist with placement of orders, refunds, or exchanges
  21. Advise on company information
  22. Take payment information and other pertinent information such as addresses and phone numbers
  23. Place or cancel orders
  24. Answer questions about warranties or terms of sale
  25. Act as the company gatekeeper
  26. Suggest solutions when a product malfunctions
  27. Attempt to persuade customer to reconsider cancellation
  28. Inform customer of deals and promotions
  29. Sell products and services
  30. Utilize computer technology to handle high call volumes
  31. Work with customer service manager to ensure proper customer service is being delivered
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