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The job scope of a customer service role involves providing assistance, information, and support to customers before, during, and after their interactions with a company's products or services. Customer service representatives play a crucial role in maintaining positive customer experiences, resolving issues, and building customer loyalty. Here are the common tasks and responsibilities associated with a customer service job:
1. Responding to Inquiries:
- Answering customer inquiries, questions, and concerns through various communication channels, such as phone, email, live chat, or social media.
- Providing accurate and timely information about products, services, pricing, and policies.
2. Problem Resolution:
- Identifying and addressing customer issues, complaints, and problems in a professional and empathetic manner.
- Offering appropriate solutions to resolve problems and ensure customer satisfaction.
3. Order Processing:
- Assisting customers with placing orders, tracking shipments, and managing returns or exchanges.
- Ensuring orders are accurately processed and coordinating with relevant departments for smooth order fulfillment.
4. Technical Support:
- Providing technical assistance to customers experiencing difficulties with products, software, or services.
- Troubleshooting issues and guiding customers through solutions step by step.
5. Upselling and Cross-Selling:
- Recognizing opportunities to promote additional products or services that align with customer needs.
- Effectively explaining the benefits of upselling or cross-selling options.
6. Customer Feedback and Surveys:
- Collecting feedback from customers about their experiences and suggestions for improvement.
- Participating in customer satisfaction surveys to gather insights for enhancing service quality.
7. Communication and Follow-Up:
- Communicating with customers throughout the resolution process and keeping them informed about progress.
- Following up with customers after their issues are resolved to ensure their satisfaction.
8. Maintaining Records:
- Documenting customer interactions, inquiries, and resolutions accurately in customer relationship management (CRM) systems.
- Creating detailed case notes for future reference and analysis.
9. Conflict Resolution:
- Calmly handling escalated issues and managing conflicts with upset or frustrated customers.
- Escalating complex issues to higher-level support or management when necessary.
Job Type: Full-time
Salary: RM1,000.52 - RM1,500.01 per month
Benefits:
- Opportunities for promotion
- Professional development
Schedule:
- Day shift
Supplemental pay types:
- Commission pay
- Overtime pay
- Performance bonus
