Job Overview 

Client Service Representatives Needed at a Reputable Company,

Job Responsibilities

•  Manage large amounts of incoming calls
•  Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
•  Provide accurate, valid and complete information by using the right methods/tools
• Meet personal/customer service team sales targets and call handling quotas
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
•  Keep records of customer interactions, process customer accounts and file documents
•  Follow communication procedures, guidelines and policies
• Take the extra mile to engage customers
•  Respond and manage multiple inbound calls from customers
•  Listen and interact with clients to identify and provide solutions effective for meeting their needs
•  Build and establish positive trust relationship with clients in order to ensure continued client patronage and satisfaction
  Provide clients with information on company products and services in order to address their inquiries
•  Collaborate with the customer service manager to ensure proper implementation of customer service policies and procedures
•  Reach out to customers through phone calls and emails to inform them of deals/promotions as well as obtain feedback
•  Utilize computer systems in maintaining record of customer calls and account information
•  Collect important customer information such as phone number and address when processing payment
•  Address client inquiries regarding warranty agreements and conditions of sale
•  Escalate complex customer issues to customer service supervisors or managers for effective resolution
•  Maintain an up-to-date knowledge of company products and services so as to effectively respond to client inquiries
•  Evaluate client needs to determine the strategy most effective in meeting their requirements
•  Respond to billing complaints by facilitating product exchange, refund or bill adjustment
•  Obtain relevant information in order to verify the authenticity of a complaint
•  Follow up on customers to ensure they are satisfied with received product/services.

Job Qualification / Requirement

•  Proven customer support experience or experience as a Client Service Representative
• Strong phone contact handling skills and active listening
•  Familiarity with CRM systems and practices
•  Customer orientation and ability to adapt/respond to different types of characters
•  Excellent communication and presentation skills
•  Ability to multi-task, prioritize, and manage time effectively
•  HND or degree