Duties & Responsibilities of a Customer Service Representative

In this article, you can learn the duties and responsibilities of a customer service representative.

The Customer Service Representative (CSR) is responsible for establishing and

maintaining profitable relationships with customers on behalf of the company by taking

personal and complete responsibility for each customer contact and by ensuring that all

customer requirements are completely met. The CSR has primary responsibility for

ensuring that customer needs are met.

As the Customer Service Representative, you serve as the primary internal representative

of our organization, you must convey to the customer a sense of expertise in our printing

services and capabilities, and you serve an external key educator to our community and

customers. The CSR is also responsible for communicating customer requirements to the

production team, in accordance with company policies and procedures. www.integritybpo.com

One of the customer service representative’s responsibilities is handling customer’s problems.CSR must handle customer inquiries that involve some form of complaint in accordance with the company's guidelines and policies. Sometimes, the representatives may attempt to solve the problems or at least propose some solutions. Some representatives may also be authorized to send customers their replacement products or reverse erroneous fees. Others may function like gatekeepers, getting information on the problem and passing it along to someone else to solve. Customer service representatives must make sure first that the complaints made are valid and must do whatever they can--within the bounds of their authority--to make sure the customer is satisfied when he hangs up the phone.

Assisting sales or selling the company's products and services may be part of a customer service representatives job, even though he may not be part of the sales division. Some representatives may provide product or service information to assist customers in making a decision about a product to buy. Customer service representatives may also help generate sales leads. For instance, after addressing a customer's inquiry, the representative may attempt to sell them some new products upgrades. For instance, he may suggest upgrading your cable service. www.integritybpo.com 

You are a member of the Sales and Marketing Team, and together you are accountable for meeting the monthly, quarterly, and annual revenue and sales goals of the company. The sales and strategic marketing activities of your team will be designed to achieve these revenue goals. These in turn are essential in meeting all company goals:

• Guarantee satisfaction and value for our customers.
• Contribute to a work environment that fosters pride in being part of a winning team and promotes personal growth.
• Maintain personal productivity and quality standards that make possible attractive financial returns so that the company may continue to provide excellent service to our customers and ensure job security and career growth to our staff.

The job of a customer service representative may also involve clerical responsibilities. Such duties may involve answering telephone calls and making the appropriate transfers. For example, when a customer makes an inquiry about Internet broadband, the representative can transfer the call to a technical service representative. Other duties include processing new client accounts, maintaining customer accounts, implementing changes to existing accounts, and filing documents and other paperwork. www.integritybpo.com