senior customer service

Job Description & Requirements

A customer service officer is one whose primary role is to respond to a variety of customer inquiries and requests through the telephone, in person (i.e., over the counter), or by using internet platforms such as the social media.

In most companies, the duties, tasks, and responsibilities usually performed by customer service officers are shown in the job description example given below:

Assist in developing, presenting, and implementing policies and procedures to make sure company customers have a satisfactory experience when using its services

Reach out to customers through technology or in person, communicating to them about the company's services, and finding out about new services they want the company to offer

Provide routine report to appropriate company managers and also customers about achievements and improvements planned to address prevalent deficiencies

Train new staff on customer service techniques and skills

Receive customer service inquiries

Respond to customer service inquiries

Promote company's product and services

Handle certain transactions

Identify needs/wants of customers

Make available product brochures for customers

Update details for personal and business clients, such as name and address details

Provide pricing and delivery information to customers

Perform verification of customers

Persuade customers until they reconsider any cancellation made

Answer customer questions about warranties or terms of sale

Suggest possible solutions whenever there is a malfunction in a product

Educate customers on deals and promotions the company is offering

Resolve complaints through phone, email, or social media

Reach out to customers via phone call verifying information regarding their account

Greet customers in the warmest possible way and find out their problem or reason for calling

Responsible for cancelling or upgrading accounts

Assist with placement of orders, refunds, or necessary exchanges

Provide advice on company information

Ensure record of payment information and other pertinent information such as addresses and phone numbers are properly kept

Handle product recalls

Assist in selling products and services

Utilize computer technology to handle high call volumes

Collaborate with the customer service manager to ensure that proper customer service is being delivered

Close out or open call records

Regularly compile reports and submit to the management on overall customer satisfaction