Customer Contact Job Description
Customer contact
provides technical software support and information via phone, email or in person to Chemonics’ employees allowing them to make the best use of their desktop or laptop computer and the online resources available to them; supported software includes: Microsoft Windows Operating Systems, Microsoft Office Suite, Internet Explorer, Adobe Acrobat Reader and a host of Chemonics’ web-based, proprietary applications.
Customer Contact Duties & Responsibilities
To write an effective customer contact job description, begin by listing detailed duties, responsibilities and expectations. We have included customer contact job description templates that you can modify and use.
Sample responsibilities for this position include:
Making decisions & responding to customer enquiries received via in bound and out bound telephone contact in line with the Departments’ quality standards, in a customer focused manner & in accordance with regulatory requirements
Ensure all customer interactions and activities adhere to internal standards and external regulatory requirements
Work on complex problems where analysis of situations requires in-depth fault analysis and troubleshooting skills
Other metrics as supported by the business and discussed during team meeting
Collaborates with team on requirements to resolve the problem
Utilize effective questioning and listening skills to determine the customer's needs and assist in selecting the appropriate products and services to offer
Build a positive rapport with a variety of personality types, understand the impact of a professional attitude, and apply actions the effectively control a transaction in a positive and time-efficient manner
Deliver superior service while placing current orders in a persuasive and knowledgeable fashion
Assist in the hiring of staff including temporary staff to meet fluctuating customer demands and peak seasonal volume for real estate, automotive, and commercial end users
Be responsible to lead and develop all team members and will be accountable for team performance, including meeting customer service levels commitments
Customer Contact Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Customer Contact
List any licenses or certifications required by the position: CCNP, PMP, CCNA, CCIE, VOC, NMLS, LOMA, MBA, TOGAF, CIPP
Education for Customer Contact
Typically a job would require a certain level of education.
Employers hiring for the customer contact job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Master's Degree in Business, Associates, Education, Graduate, Technical, Military, Management, Engineering, General Education, Business/Administration
Skills for Customer Contact
Desired skills for customer contact include:
Microsoft Office
Regulatory requirements
Especially Microsoft Excel
Financial services product range
Freddie Mac Seller/Servicer Guide
Procedures and relevant products
Computer based systems
Internet and Microsoft office applications
Digital marketing
SEO
Desired experience for customer contact includes:
Be responsible to manage department staffing and budget within defined guidelines
Utilize Avaya CMS, Impact 360, NICE, MS Office applications and other appropriate tools to ensure the highest levels of performance and quality
Be responsible to apply Corrective Action/Performance Improvement Plans in accordance with company policy
Identify critical problems that require immediate corrective action and will engage the assistance of the Field Operations Manager and HR Leader as appropriate
Be responsible for handling customer escalations, ensure that all technical escalations are handled appropriately and in a timely manner
Conduct department meetings and skip level meetings and participate in root cause analysis to identify and resolve breakdowns in policies, procedures, and processes that impact and/or compromise world-class customer service
Customer Contact Examples
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Customer Contact Job Description
Job Description Example
Our growing company is looking for a customer contact. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for customer contact
- Act as the escalation point for complex issues by conducting thorough investigation and providing resolution/recommendation to internal/external clients team members as applicable
- Co-orinate mass client communications
- Providing resolutions for an extensive range of complicated problems
- Sharing your love and expertise of our coffee brand
- Delivering 5 star customer service to our Customers and Club Members
- Welcoming and introducing new customers to the Nespresso brand
- Being the first point of contact for orders, machine repairs and general enquiries
- Capturing all relevant information to support a successful customer experience across all points of contact
- Conducting customer service interactions with a first contact resolution philosophy and taking ownership of member complaints
- Leverage data and analytics expertise to ensure right products at the right price to meet customers’ needs
Qualifications for customer contact
- Outstanding written/verbal/interpersonal communication skills (English)
- Practice English and depending on its environment foreign languages
- Hands-on experience with online communities and social networking sites in a professional capacity, including Twitter, LinkedIn, Facebook, and YouTube account management social media analytics
- The ability to achieve results business improvements, cost savings, revenue generation
- Manage multiple stakeholders and guiding analyst and senior analysts in providing quality outputs on multiple projects
- Ensure compliance to risk policies (operational and business) – BCM, info security, access control, RACA compliance
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Customer Contact Job Description
Job Description Example
Our company is looking for a customer contact. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for customer contact
- Provide and ensure high level of customer service by developing and maintaining a strong relationship with internal and cross Opco front line personnel in various operation divisions senior and executive management
- Provide pricing, routing information, tracking and tracing of ocean and air import and export freight shipment status to internal or external customers on an individual or report basis
- Thorough knowledge of customs and other governmental agencies laws, regulations and procedures
- Take personal responsibility for delivering both new business and mortgage reviews for our new and existing customers with our team of dedicated Mortgage Consultants
- Monitor personal performance ensuring activity levels and conversion rates are achieved
- This is a telephony based position within a contact centre environment
- Responsible for supervision of associates, which includes, but is not limited to, supporting new and existing associates by monitoring volume, giving timely feedback, and researching difficult requests
- Supports hiring, development and performance management of staff
- Assist in design and operationalize a strategy for a coordinated customer centric contact approach (inbound and outbound) across multiple channels and touch points (RADAR, Email, DM, Phone, My Spend, Contextualized Offers, trigger based messages, alerts)
- Lead a series of experiments to develop new insights and demonstrate value of innovative approaches to customer contact management
Qualifications for customer contact
- Excellent written and verbal skills to communicate with team members, management, customers, counselors and other employees of the organization
- Minimum 3 years of project experience
- Minimum bi-lingual ( Polish & English is required)
- Ability to use office equipment, fax, copier
- You have working knowledge of Networking industry, products and protocols
- Be customer focused and have experience of working within a customer service environment
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Customer Contact Job Description
Job Description Example
Our growing company is looking to fill the role of customer contact. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for customer contact
- Lead cross-business, cross-channel contact council working group (Canadian Contact Council) for ongoing communications, guidelines, processes, monitoring, and measurement, including cross-border alignment
- Support Customer Care in the development, management and implementation of short and long term strategic initiatives, processes and projects designed to assure the highest levels of customer service, maximize profitability and achiever ComEd/Energy Deliverys reliability and customer retention goals
- Serve as SPOC for strategic issues and projects for Customer Care
- Manage, direct and develop strategic action plans for direct reports
- Responsible for the leadership of operations Quality Assurance processes, Project management and Process Improvement initiatives
- Monitor, analyze actual statistical measures of Customer Operations performance and recommend methods for improvement
- Develop and maintain an environment that fosters a high performance culture and a learning organization
- Meets contact center financial objectives by estimating requirements
- Establish, review, and update processes and behaviors for associates to identify, respond to, and resolve consumer issues on the first contact in a manner that builds customer loyalty and brand strength
- Motivates and leads a team of on-site and remote staff
Qualifications for customer contact
- Have a good degree of empathy and excellent people skills with a natural curiosity to help you quickly understand members’ problems and potential solutions
- Selling Frontier products and services by negotiating service order requests from customers for installation, change or removal of telephone service
- Discussing billing inquiries
- Normal work hours are Monday - Friday, 8am - 8pm and Saturday – 8am - 6pm, with occasional overtime throughout the week
- Reference checks, drug screens, and background checks will be conducted upon offer of employment in accordance with any applicable laws
- A passion for creating exceptional, customer-focused experiences
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Customer Contact Job Description
Job Description Example
Our company is searching for experienced candidates for the position of customer contact. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for customer contact
- Create new business leads, and generate cross-selling opportunities through existing member relationships
- Determine appropriate tactics to drive urgency in sales cycle—including trial meetings, teleconferences, and guest website access
- Use existing member relationships to contact new business leads and generate cross-selling opportunities
- Across an annual cycle, invest in the activities that help your pool of companies significantly grow revenue
- Master the research terrain for the membership, and monitor industry trends as necessary
- Help upgrade other Account Managers’ skills and abilities through feedback and coaching, with strong emphasis on building commercial skills
- Translates high level verbal or written business requirements into detailed report specifications while utilizing industry best practices for gathering and documenting end-users reporting requirements
- Develops understanding for business processes and understanding of call center software so that standard report needs can be identified and a robust reporting system can be developed
- Coordinates with data architects, SQL administrators, BI administrators and others to understand and document technical requirements, capabilities, and limitations
- Responsible for performing to schedule and completing all tasks in the agreed upon timelines
Qualifications for customer contact
- Have great communication skills with the ability to adapt your communication style to suit each customer, ensuring you explain matters to customers in a clear way that they can fully understand
- A commitment to offering quality, needs-based advice and solutions
- The ability to work in a fast-paced and evolving environment
- Comfort level working in a position requiring strong multi-tasking skills
- Strong computer navigation abilities and a minimum typing speed of 25 wpm
- A desire to participate in ongoing learning and development opportunities
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Customer Contact Job Description
Job Description Example
Our innovative and growing company is looking to fill the role of customer contact. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for customer contact
- Researches questions and issues involving production BI solutions
- Works independently on assigned tasks with minimal assistance
- Demonstrates understanding of business processes so that reporting gaps can easily be identified and filled, understands how data can drive iterations of reports as consumer activity is trended
- Actively participate on panels, committees and teams which interface with marketing, distribution, operations, finance, to drive overall business results
- Motivate and manage staff to meet and exceed service goals and increase productivity while driving down unit costs
- Work with managers and other officers across the group to ensure consistency and uniformity of practices between departments and locations
- Coach and develop leaders to cultivate employees, including improving work performance, career development
- Funnel improvement efforts
- Win backs
- Addressing customer lifecycle needs
Qualifications for customer contact
- 2 years of Secretarial/Administrative Assistant experience
- 2 years experience with word processing and spreadsheet software ( ie
- 2 years experience with email applications (i.e., Lotus Notes, Outlook)
- BA or equivelant in marketing & Business
- Experience in a telesales or inside sales role
- Demonstrate history of achieving and exceeding sales targets / goals