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.
