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Inbound Customer Service Job Description

Inbound Customer Service job description

An inbound customer service executive plays a massive role in building a brand’s reputation. They serve as the company's representatives and deal with customers on behalf of the organization. They have to work in call centers to mitigate queries and issues of customers about different products and services. They need an optimal sense of professionalism and courtesy to handle customers. Their prime objective should be resolving customer complaints through one call. They should be familiar with different web-based tools to communicate with clients.
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Inbound Customer Service Job Brief

We are looking for a dedicated inbound customer service representative for our organization. The candidate must have a knack for problem-solving and negotiating. They should have an analytic and empathetic mindset to efficiently handle customers.

We want a candidate with the patience to deal with angry customers calmly. Strong interpersonal skills are a necessity to ace the job. We want the candidate to build a positive impression of our organization in front of customers.

Inbound Customer Service Job Responsibilities

  • Interact with clients through telephonic conversation.
  • Offer clients information about products or services, account cancellations or renewals, opening new accounts.
  • Enter or take orders from clients.
  • Obtain complaint details.
  • Record inquiries, transactions, interactions, complaints, and comments of clients and taking action accordingly.
  • Ensure that the necessary changes are implemented to resolve the complaints and queries of clients.
  • Collect deposits and payments.
  • Arrange billings.
  • Determine the charges for service requests.
  • Draft contact forms.
  • Make changes in address records via computer.
  • Issue service discontinuance orders.
  • Look after unresolved and pending customer complaints and referring them to the required departments for further investigation.
  • Contact clients to inform them about investigation results.
  • Respond to inquiries about service adjustments.
  • Resolve complaints related to customer service billing.
  • Perform activities like adjusting bills, refunding money, and exchanging merchandise.
  • Evaluate disputed merchandise using original requisitions and information from invoices.
  • Suggest modifications in packaging, shipping, billing methods, and procedures to prevent issues.
  • Solicit sales of new services and merchandise.
  • Review terms and policies to ensure that they meet regulations and resolve issues.
  • Obtain and evaluate information to determine the legitimacy of complaints.
  • Identify the potential causes behind complaints.
  • Follow up on the claim adjustments with sellers.
  • Approve or disapprove dealers’ claims.
  • Determine whether the claimed parts are defective.
  • Navigates through various systems and websites.

Inbound Customer Service Job Requirements

  • Bachelor’s degree in management, communication, or a related field.
  • Expert in offering customer support.
  • Knowledge about consumer products.
  • Tech-savvy and proficient with applications like Microsoft Office.
  • Ability to collect, organize, and interpret data.
  • Ability to function using unwritten but generally understood rules and instructions.
  • Ability to rely on precedent when available or applicable.
  • Strong written and verbal communication skills.
  • Exceptional problem-solving skills.
  • Ability to negotiate with others.
  • Patience in handling difficult and angry customer calls.

Why hire a Inbound Customer Service using Cutshort?

So, why Cutshort? Why not some other networking or job listing platform?

With such platforms, you first have to "hunt down" multiple candidates by spending weeks (or maybe even months) of your time only to be turned down by them later. Or worse, get bad profile recommendations for the role.

At Cutshort, you get:


Top tech talent

Talent with product development experience. Not found on conventional job portals.


Identify most relevant

Pick best fits using Skill Validator, AI Quality Grader & Screener features.


Best joining ratio

Tools to attract and identify the right candidates to improve joining ratio significantly.

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