What is a Customer Service Representative?
Customer service representatives will act as brand liaisons by providing product or service information, answering questions, and resolving any emerging problems that your customer accounts might face with accuracy and efficiency. Customer service representatives may also be referred to as CSR’s, or call center assistants.
Customer Service Representative Qualifications
To hire a successful customer service representative, you should look for an effective verbal communicator and strong problem solver. Multitasking is an essential part of the role, as people in this position need to remain calm and ensure that clients and customers receive the best possible service. They often create the client and customer experience of the company. Customer service representatives should have experience or comfortability in client-facing roles, as they often serve as the main point of contact for customer queries. If you’re hiring a customer service representative, we can provide detailed recommendations on the qualities to screen for based on your organization’s particular needs.
Duties of a Customer Service Representative
- Handle large amounts of incoming calls and generate sales leads
- Providing accurate valid, and complete information by using the right methods and tools
- Handling customer complaints, provide appropriate solutions and alternatives within the time limits; following up to ensure resolution, taking the extra step to engage customers
- Build sustainable relationships and trust with customers through open and interactive conversation
Interview Questions to Ask
Asking the right interview questions when hiring a customer service representative is key. When interviewing, we recommend engaging in thoughtful conversations and purposeful relationship building. Here are some starter questions to consider when hiring a customer service representative:
- How do you define excellent customer service?
- How do you stay updated on product or service information to assist customers effectively?
- How do you handle a situation where you don't have an immediate solution for a customer's problem?
- Can you discuss any experience you have with multi-channel customer support, such as email, chat, phone, or social media?
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