Customer Service Assistant

Customer Service Assistant

Duties and responsibilities:

• Open and maintain customer accounts by recording account information
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships of trust through open and interactive communication.
• Prepare product or service reports by collecting and analyzing customer information.
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
• Keep records of customer interactions, process customer accounts and file documents.
• Follow communication procedures, guidelines and policies.
• Resolve customer complaints via phone, email, or other medium (social media)
• Greet customer warmly and ascertain problem or reason for calling
• Take payment information and other pertinent information such as addresses and contact details.
• Answer questions about warranties or terms of sale.
• Utilize computer technology to handle high call volumes.
• Work with customer service manager to ensure proper customer service is being delivered.
• Handle changes in policies or renewals
• Resolve customer complaints via phone, email, mail or social media.
• Generate monthly, quarterly and annual reports if needed.
• Perform other tasks as assigned

Customer Service Assistant Requirements and Qualifications:

• Graduate of any College degree
• 1+ years of experience in customer service or an administrative role
• Strong phone contact handling skills and active listening
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication skills
• Ability to multi-task, prioritize and manage time effectively
• Able to manage multiple accounts simultaneously