Customer Service / Data Entry

  • NYC, NY, United States
  • Jul 07, 2017
Full time Customer Service

Job Description

The Customer Service Representative answers product and service

questions; suggesting information about other products and services.

Requires a high school diploma or equivalent and 0-3 years of experience in

the field or in a related area. Has knowledge of commonly-used concepts,

practices and procedures within a particular field. Rely on instructions and

pre-established guidelines to perform the functions of the job.

Primary job functions do not typically require exercising independent

judgment. Typically reports to a supervisor or manager. The target is to

ensure excellent service standards and maintain high customer satisfaction.

Job functions:

⁃ Open and maintain customer accounts by recording account


⁃ Resolve product or service problems by clarifying the customer's

complaint; determining the cause of the problem; selecting and

explaining the best solution to solve the problem; expediting

correction or adjustment; following up to ensure resolution

⁃ Maintain financial accounts by processing customer adjustments

⁃ Recommend potential products or services to management by

collecting customer information and analyzing customer needs

⁃ Prepare product or service reports by collecting and analyzing

customer information

⁃ Contribute to team effort by accomplishing related results as needed

⁃ Manage large amounts of incoming calls

⁃ Generate sales leads

⁃ Identify and assess customers’ needs to achieve satisfaction

⁃ Build sustainable relationships of trust through open and interactive


⁃ Provide accurate, valid and complete information by using the right


⁃ Meet personal/team sales targets and call handling quotas

⁃ Handle complaints, provide appropriate solutions and alternatives

within the time limits and follow up to ensure


⁃ Keep records of customer interactions, process customer accounts and

file documents

⁃ Follow communication procedures, guidelines and policies

⁃ Go the extra mile to engage customers

⁃ Resolve customer complaints via phone, email, mail or social media

⁃ Use telephones to reach out to customers and verify account


⁃ Greet customers warmly and ascertain problem or reason for calling

⁃ Cancel or upgrade accounts

⁃ Assist with placement of orders, refunds, or exchanges

⁃ Advise on company information

⁃ Take payment information and other pertinent information such as

addresses and phone numbers

⁃ Place or cancel orders

⁃ Answer questions about warranties or terms of sale

⁃ Act as the company gatekeeper

⁃ Suggest solutions when a product malfunctions

⁃ Attempt to persuade customer to reconsider cancellation

⁃ Inform customer of deals and promotions

⁃ Sell products and services

⁃ Work with customer service manager to ensure proper customer

service is being delivered

⁃ Close out or open call records

⁃ Compile reports on overall customer satisfaction

⁃ Handle changes in policies or renewals

⁃ Resolve customer complaints via phone, email, mail or social media


⁃ Proven customer support experience

⁃ Strong phone contact handling skills and active listening

⁃ Familiar with CRM systems and practices

⁃ Customer orientation and ability to adapt/respond to different types of


⁃ Excellent communication and presentation skills

⁃ Ability to multi-task, prioritize and manage time effectively

⁃ High school diploma or equivalent; college degree preferred