Customer services

A Customer Service Representative is a job that requires the ability to handle multiple tasks. They usually take incoming telephone calls and information over the telephone, but some Customer Service Representatives also make outbound calls to their customers. In most instances it is required to have a High school diploma, and in most cases an Associate degree in Arts or Business is highly desirable.
In today's fast pace technology industry its required that most Customer Service Representatives have knowledge or experience in some computer base systems such as Microsoft Word, Excel, or Power point. Also being a certified typist is highly desirable because most of the time you will be inputting data into a data base system, and the company you work for want someone with typing experience and speed. There usually is a minimum typing speed word per minutes test that most Customer Service Representatives must take and pass.


Customer Service Representative (CSR) Tasks

>Builds and maintain business relationship with clients by providing prompt and accurate service so as to promote customer loyalty.
>First point of customer contact for general inquiries like pricing, products, scheduling etc.
>Ensures delivery of excellent customer service through fast and accurate processing of orders, communication, and coordinating with other departments to resolve inquires.
Duties: Obtains caller's name and arranges for appointment with person called upon. Directs caller to destination and records name, time of call, nature of business, and person called upon. Operates PBX telephone console to receive incoming messages.
Types memos, correspondence, reports, and other documents. Issues visitor's pass when required. Makes future appointments and answers inquiries.
Collects and distributes mail and messages. Ensures effective control of marketing results and that corrective action takes place to be certain that the achievement of marketing objectives are within designated budgets. Performs a variety of clerical duties.


Competencies: To perform the job successfully, an individual should demonstrate the following competencies: Customer Service - Responds promptly to customer needs; Responds to requests for service and assistance. Oral Communication - Speaks clearly and persuasively in positive or negative situations; Responds well to questions. Written Communication - Writes clearly and informatively; Able to read and interpret written information.