HereÂ’s a list of common duties and responsibilities for a Customer Care Representative:
1. Communication with Customers:
• Respond to customer inquiries via phone, email, chat, or social media.
• Provide accurate, valid, and complete information by using the right methods/tools.
• Resolve customer complaints, ensuring satisfaction.
2. Problem Solving:
• Handle customer complaints, provide appropriate solutions and alternatives.
• Follow up with customers to ensure their issues are resolved.
• Escalate unresolved queries to higher management if necessary.
3. Order Processing:
• Assist customers with order placement and processing.
• Handle order changes or cancellations as requested by customers.
4. Product/Service Knowledge:
• Maintain deep knowledge of company products and services to offer accurate information.
• Educate customers on product usage and benefits.
5. Documentation and Reporting:
• Keep detailed records of customer interactions, transactions, comments, and… complaints.
• Document all correspondence and outcomes with customers.
6. Feedback Collection:
• Gather customer feedback to help improve products or services.
• Report any recurring issues to management for improvement purposes.
7. Team Collaboration:
• Collaborate with other team members to ensure consistent customer service.
• Assist in developing and updating customer service procedures and guidelines.
8. Sales Support:
• Upsell products or services during conversations when appropriate.
• Assist customers with billing or payment-related issues
