The Customer Care Supervisor trains and coaches staff in standard policies, procedures, and best practices. Supervises a staff of customer service representatives that respond to requests from customers by phone or e-mail and manages the daily work load to ensure required service volume and quality levels are attained. Being a Customer Care Supervisor may monitor staff performance and have responsibility for hiring and performance appraisal. Identifies opportunities for operational improvements and implements solutions. In addition, Customer Care Supervisor typically requires a bachelor's degree. Typically reports to a manager. The Customer Care Supervisor supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. Thorough knowledge of functional area under supervision. Working as a Customer Care Supervisor typically requires 3 years experience in the related area as an individual contributor. (Copyright 2024 Salary.com)
About the Customer Service Representative Position- Fully Remote
Our customer service representative, or CSR, will act as a connection, providing product / services information and resolving developing problems that our clients might face with precision and competence.
The best CSRs are genuinely delighted to help customers. They're tolerant, empathetic, and intensely communicative. They love to talk.
Customer service representatives can put themselves in their clients' shoes and advocate for them when necessary. Customer feedback is priceless, and our CSRs can gather it for us.
Problem-solving also comes naturally to customer care specialists. They're confident at troubleshooting and investigate if they don't have enough knowledge to fix the problem.
Your goal will be to ensure exceptional service standards and sustain high customer satisfaction.
Customer Service Representative Responsibilities
Handle high amounts of incoming calls
Produce sales leads
Identify and evaluate customers' needs to deliver satisfaction
Build sustainable relationships of trust through open and interactive discussion
Provide accurate, valid and comprehensive information by using the right methods / tools
Reach personal / customer service team sales targets and call handling quotas
Manage complaints, provide proper solutions and options within the time limits; follow up to secure resolution
Keep records of customer interactions, process customer accounts, and file documents
Follow communication procedures, guidelines, and policies
Go the extra mile to engage customers
Customer Service Representative Requirements
Some proven customer support experience or experience as a client service representative
Strong phone administration skills and active listening capabilities
Experience with CRM systems and practices
Customer orientation and capacity to adapt / respond to different types of characters
Exceptional communication and presentation skills
Ability to multi-task, prioritize, and control time effectively
Last updated : 2024-06-15