A Phone Customer Service Representative is responsible for handling incoming and outgoing calls to assist customers with their inquiries, concerns, or issues. Their goal is to provide accurate information, resolve problems, and ensure customer satisfaction in a timely and professional manner.
Key Responsibilities:
Answer calls promptly and greet customers politely.
Listen actively to understand customer needs or problems.
Provide information about products, services, or policies.
Troubleshoot and resolve customer issues effectively.
Process orders, payments, returns, or complaints.
Escalate complex issues to supervisors or specialized departments when needed.
Record and update customer information in the system.
Maintain a calm and helpful tone, even in stressful situations.
Skills Required:
Excellent verbal communication and active listening.
Patience and empathy.
Problem-solving and decision-making skills.
Ability to multitask and manage time efficiently.
Proficiency in using call center software or CRM tools.