Inbound Customer Service job description

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.