Summary: The main function of a call center/customer service
specialist is to interact with customers to provide information
in response to inquiries about products and services and to
handle and resolve complaints. A typical customer service
specialist is responsible for determining the client’s issue,
offer possible solutions or providing follow-up as needed.
Customer service agents may be inbound, outbound or a
combination of both.
Job Responsibilities: Resolve customers’ service or billing
complaints by performing activities such as exchanging
merchandise, refunding money, and adjusting bills. Contact
customers to respond to inquiries or to notify them of claim
investigation results and any planned adjustments. Refer
unresolved customer grievances to designated departments for
further investigation. Keep records of customer interactions
and transactions, recording details of inquiries, complaints,
and comments, as well as actions taken. Skills: Verbal and
written communication skills, attention to detail, customer
service skills and interpersonal skills. Ability to work
independently and manage one’s time. Ability to accurately
document and record customer/client information. Previous
experience with computer applications, such as MS Outlook or
data entry software.
Education/Experience: High school diploma or GED preferred. 0-2
years customer service related experience required.