answersLogoWhite

0


Best Answer

The following is an edited exerpt from the Occupational Outlook Handbook: "Customer service representatives are employed by many different types of companies throughout the country to serve as a direct point of contact for customers. These customers may be individual consumers or other companies, and the nature of their service needs can vary considerably. All customer service representatives interact with customers to provide information in response to inquiries about products or services and to handle and resolve complaints. Some customer service representatives handle general questions and complaints, whereas others specialize in a particular area. Many customer inquiries involve routine questions and requests. In some cases, customer service representatives are required to follow up with an individual customer until a question is answered or an issue is resolved. Some customer service representatives help people decide what types of products or services would best suit their needs. They may keep records of transactions and update and maintain databases of information. Most customer service representatives use computers and telephones extensively in their work. However, at times, the customer service representative must transfer a call to someone who may be better able to respond to the customer�s needs. In some organizations, customer service representatives spend their entire day on the telephone. Telephone calls may be taped and reviewed by supervisors to ensure that company policies and procedures are being followed, or a supervisor may listen in on conversations. Job responsibilities can differ, depending on the industry in which a customer service representative is employed. They also may look into and resolve complaints about billing and service provided by utility, telephone, and Cable Television companies. Although customer service representatives can work in a variety of settings, most work in areas that are clean and well lit. The occupation also offers the opportunity for seasonal work in certain industries, often through temporary help agencies. Call centers may be crowded and noisy, and work may be repetitious and stressful, with little time between calls. Also, long periods spent sitting, typing, or looking at a computer screen may cause eye and muscle strain, backaches, headaches, and repetitive motion injuries. Customer service representatives working outside of a call center environment may interact with customers through several different means. Most customer service representatives work either in an office or at a service or help desk. For virtually all types of customer service representatives, dealing with difficult or irate customers can be a trying task; however, the ability to resolve customers� problems has the potential to be very rewarding. Most customer service representative jobs require only a high school diploma. However, due to employers demanding a higher skilled workforce, many customer service jobs now require an associate or bachelor�s degree.High school courses in computers, English, or business are helpful in preparing for a job in customer service. Customer service representatives play a critical role in providing an interface between customer and company, and for this reason employers seek out people who come across in a friendly and professional manner. However, the ability to speak a foreign language is becoming increasingly necessary, and bilingual skills are considered a plus. Training requirements vary by industry. Almost all customer service representatives are provided with some training prior to beginning work, and training continues once on the job. This is particularly true of workers in industries such as banking, in which regulations and products are continually changing. Although some positions may require previous industry, office, or customer service experience, many customer service jobs are entry level. In some cases, experienced workers can move up within the company into supervisory or managerial positions or they may move into areas such as product development, in which they can use their knowledge to improve products and services. Within insurance agencies and brokerages, however, a customer service representative job usually is not an entry-level position. As they gain more knowledge of industry products and services, customer service representatives in insurance may advance to other, higher level positions, such as insurance sales agent. Prospects for obtaining a job in this field are expected to be excellent, with more job openings than jobseekers. This occupation is well suited to flexible work schedules, and many opportunities for part-time work will continue to be available, particularly as organizations attempt to cut labor costs by hiring more temporary workers."

User Avatar

Wiki User

14y ago
This answer is:
User Avatar
More answers
User Avatar

Wiki User

12y ago

These are typically people that answer phones in large call centers to assist customers. It may also be a term used in some places for people that work on the floor in the store. Their primary job is assisting customers with their purchases and answering their questions.

This answer is:
User Avatar

User Avatar

Wiki User

8y ago

Here are the job description for Call agents

  1. answer calls and respond to emails
  2. handle customer inquiries both telephonically and by email
  3. research required information using available resources
  4. manage and resolve customer complaints
  5. provide customers with product and service information
  6. enter new customer information into system
  7. update existing customer information
  8. process orders, forms and applications
  9. identify and escalate priority issues
  10. route calls to appropriate resource
  11. follow up customer calls where necessary
  12. document all call information according to standard operating procedures
  13. complete call logs
  14. produce call reports

Education and Experience

  1. high school diploma or equivalent
  2. proficient in relevant computer applications
  3. required language proficiency
  4. knowledge of customer service principles and practices
  5. knowledge of call center telephony and technology
  6. some experience in a call center or customer service environment
  7. good data entry and typing skills
  8. knowledge of administration and clerical processes

Key Competencies

  1. verbal and written communication skills
  2. listening skills
  3. problem analysis and problem solving
  4. customer service orientation
  5. organizational skills
  6. attention to detail
  7. judgment
  8. adaptability
  9. team work
  10. stress tolerance
  11. resilience

This answer is:
User Avatar

User Avatar

Wiki User

10y ago

Some duties listed in a customer service job description could vary depending on the place of the job. There could be clerical tasks, such as answering the phone and having phone manners. In a sales position one might have to mind the cash register.

This answer is:
User Avatar

User Avatar

Wiki User

10y ago

Customer care agents take care of customer requests and complaints.

This answer is:
User Avatar

User Avatar

Wiki User

16y ago

Patience and listening skills, and the earned trust of the employer to provide whatever it takes (within reason) to leave a customer satisfied and comfortable about coming back.

This answer is:
User Avatar

User Avatar

Wiki User

12y ago

accommodative nature and pleasing attitude besides communicating skills are essential. you must able to satisfy the consumer as well keep up the reputation of your organization.

This answer is:
User Avatar

User Avatar

Wiki User

13y ago

What is the duties of a customer relation Officer in the hotel

This answer is:
User Avatar

User Avatar

Wiki User

13y ago

field inquiries from customers-usually via the phone.

This answer is:
User Avatar

Add your answer:

Earn +20 pts
Q: What are the duties and responsibilities of a customer service officer?
Write your answer...
Submit
Still have questions?
magnify glass
imp
Related questions

Rules and responsibilities of service crew?

duties and responsibilities of service screw


What are the main duties responsibilities of a business development officer?

. State your understanding of your main duties and responsibilities. . State your understanding of your main duties and responsibilities.


Duties and responsibilities of liaison officer tagalog?

Anu ang responsibilidad ng isang liaison officer


Duties and responsibilities of saleslady on how to assist a customer?

duties and responsibilities of saleslady on how to assist a customer/ greek the your custumer and ask if she is looking for anything in particular


Responsibilities and duties of the credit officer?

yes


Duties and responsibilities of a bank staff?

Duties and responsibilities of bank staff include providing customer service, limiting access to safes, maintaining security, and ensuring money is stored properly. By effectively performing their duties, the staff can ensure a smooth operation.


Duties responsibilities officer in charge?

The duties and responsibilities of the officer in charge is to make sure buildings and rooms are secure. They also make sure that there is no trouble in his or her area of operations.


What are the duties and responsibilities of a counter assistant?

Render or provide service to clients; answers customer's inquiry;address complaints;


What are duties and responsibilities of an administrative officer?

The duties and responsibilities of an administrative officer will vary depending on the business. They will typically oversee the human and financial resources of the business on a day-to-day basis.


What are the duties and responsibilities of car sales officer?

A car sales officer has many different duties and responsibilities. Some of these duties include taking phone calls, filling out paperwork, driving vehicles, and working with banks.


What are the duties and responsibilities of program officer?

A program officer is in charge of running a program. A program officer's responsibilities include organization, staffing, and quality control.


What are general services department duties and responsibilities?

general services officer duties and responsibiliti es