A customer service representative, or CSR, will act as a liaison, provide product/services information and resolve any emerging problems that customers might face with accuracy and efficiency.
The best CSRs are genuinely excited to help customers. They are patient, empathetic, and passionately communicative. Customer service representatives can put themselves in their customers’ shoes while protecting the brand and reputation of the client. Problem-solving is also a key part of the position. CSR’s are confident at troubleshooting and will investigate if they don’t have enough information to resolve customer complaints.
The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction while resolving any outstanding issues.
Responsibilities and Duties
Manage large amounts of inbound and outbound calls
Generate solution based outcomes
Identify and assess customers’ needs to achieve satisfaction
Build sustainable relationships and trust with customers through open and interactive communication
Provide accurate, valid and complete information by using the right methods/tools
Meet personal/customer service team targets and call handling quotas
Keep records of customer interactions, process customer accounts and file documents
Follow communication procedures, guidelines and policies
Go the extra mile to engage customers
Qualifications and Skills
Proven customer support experience
Strong phone contact handling and active listening skills
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
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Short listed for Canada’s top 100 Employees
Over 48 years in business