What is a Customer Service Representative doing? Job description and responsibilities

What does a Customer Service Representative do?

The Customer Service Representative is responsible for providing exceptional customer support and resolving inquiries or issues promptly and efficiently. Reporting to the Customer Service Manager, this role involves handling a high volume of incoming calls and emails, maintaining accurate customer records, and ensuring customer satisfaction through effective communication and problem-solving skills.

Responsibilities of Customer Service Representative

• Provide exceptional customer service by promptly and courteously responding to customer inquiries and resolving issues
• Handle a high volume of incoming calls and emails from customers, ensuring a professional and efficient response
• Assist customers with product information, pricing, and availability, and process orders accurately and efficiently
• Investigate and resolve customer complaints or concerns, escalating to management when necessary
• Maintain accurate and up-to-date customer records and documentation in the company's CRM system
• Collaborate with other departments, such as sales and logistics, to ensure timely and accurate order fulfillment
• Proactively identify opportunities to upsell or cross-sell products and services to customers
• Stay up-to-date on product knowledge and industry trends to provide accurate and relevant information to customers
• Participate in ongoing training and development programs to enhance customer service skills and knowledge
• Contribute to a positive and collaborative team environment, supporting colleagues and sharing best practices.