Customer Service Associate
Job Description Template

Job Overview 

Our Customer Service department is actively looking for a passionate and experienced individual to work as a Customer Service Associate. 

Your ultimate goal is to offer assistance to the products and services via phone calls and emails. You will be responsible for answering the questions of the client and resolving all their issues. 

In addition to this, you will also be responsible for providing all the necessary information about the products and services. You should be documenting the details of the calls for future reference. 

As an ideal candidate, you should possess an excellent ability to handle critical situations. Furthermore, you should also be handling client's sensitive and confidential information. 

If you think you are fit for this job role and able to carry out these duties diligently, then drop in your job application now. 

Responsibilities 

• Understanding the products and services provided by the company. 

• Knowing and identifying the client's needs. 

• Recommending products and services as per the client's requirements. 

• Maintaining client’s relationship. 

• Assisting clients via calls, emails, messages, etc. 

• Preparing call scripts and manuals. 

• Verifying the customer details. 

• Recording and document client’s complaints. 

• Diverting the call to the relevant departments. 

• Providing excellent customer service and customer satisfaction. 

• Maintaining the confidentiality of client’s information. 

• Following up with the client as and when needed. 

• Taking feedback from the clients. 

• Training and supervising the new employees. 

• Resolving client's issues in a polite and professional manner. 

• Attending training programs provided by the organization. 

• Adhering to the rules and regulations of the company. 

Requirements 

• Bachelor’s degree in Business Administration or a related field. 

• Experience working in the Customer Service department as a Customer Service Associate, Customer Service Representative, or a similar position. 

• Proficiency in Customer Relationship Management software such as Zoho, Salesforce, etc. 

• Demonstrate the ability to deal with different personalities. 

• Excellent phone etiquette skills. 

• Ability to communicate in multiple languages. 

• Good interpersonal and organizational skills. 

• Exceptional data entry skills. 

• Ability to remain calm in stressful situations. 

• Ability to multi-task projects simultaneously. 

• Working experience with MS Office Tools. 

• Good reporting and analysis skills. 

• Excellent time management skills.