Customer Service Team Job Description
Customer service team
provides leadership, coaching, training and mentoring to customer service team members to ensure quality and consistency of order book management within the team is achieved through a disciplined approach focusing on our FIELD & TEAM Business.
Customer Service Team Duties & Responsibilities
To write an effective customer service team job description, begin by listing detailed duties, responsibilities and expectations. We have included customer service team job description templates that you can modify and use.
Sample responsibilities for this position include:
Guides and directs a team of CSR’s towards achieving operational goals such as accurate order entry, timely response to requests, telephone metrics, achieving quote deadlines and meeting quality standards
Monitors and evaluates individual CSR team performance using daily/weekly/monthly reports
Contacts customers with escalated issues to achieve full resolution for the customer
Actively supports company’s drive for continuous improvement and is involved in innovative solutions that increase customer allegiance and profitability
A great sense of humour – you will be part of a hardworking team who know how to have a laugh at work!
Create and approve incentive plans to motivate associates to achieve goals
Complete month end reviews with Sr
Lead and develop a team of up to 35 direct report associates
Deliver an effective and professional service to customers, ensuring the achievement of KPI and SLA targets
Encourage a culture of continuous development, through effective coaching and feedback
Customer Service Team Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Customer Service Team
List any licenses or certifications required by the position: CEBS, DOT, CPR, ITIL, MBA, GDS, LEAN
Education for Customer Service Team
Typically a job would require a certain level of education.
Employers hiring for the customer service team job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Education, Business, Associates, Business/Administration, Health Care, Financial Services, Management, Science, Computer Science, Performance
Skills for Customer Service Team
Desired skills for customer service team include:
Applicable services
Banking operations
Products and systems
Microsoft Office applications
Customer Service team members
Order Management
Commonly pawned items
Electronics
Firearms
Jewelry
Desired experience for customer service team includes:
Bachelor’s Degree preferably or equivalent work experience
Strong analytical skills to be able to evaluate information and procedures, understand and act on customer requests, and respond to issues with creative problem solving
1-3 years experience successfully leading a team
Has knowledge of call center metrics and service best practices
Complete understanding and expertise in Escalation Processes
Excellent people handling and development skills
Customer Service Team Examples
1
Customer Service Team Job Description
Job Description Example
Our innovative and growing company is hiring for a customer service team. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for customer service team
- Uses in-depth product knowledge to provide pricing and availability information
- Educates end users on specific corporate requirements and procedures
- Provides speedy and thorough resolution via e-mail, chat or phone to High Touch Customer issues and problems within a specified timeframe
- Act as a dedicated representative to specific accounts including buying consortiums
- Adapt to a rapidly changing High Touch environment, updating skills where necessary
- Perform customer service responsibilities when needed to answer inbound calls / assist with order entry provide support for customers in various capacities including e-mail communication live chat support
- Be available to assist other workgroups as needed on a business need basis
- Coach staff member to ensure all reporting, analysis, project quality, and goals are met
- Mentor and orient new staff members within dept
- Demonstrated ability to solve problems using PDCA by examples in previous work experience where they identified a problem and performed due diligence for resolution
Qualifications for customer service team
- HSC qualifications, a minimum English • Strong customer service experience essential • Must be a team player • Attention to detail • Excellent Communication and Listening skills • Problem Solving Skills • Intermediate Computer Skills • Approachable
- Utilize PC Daily
- Must be able to adapt to a high-pressure environment, effectively communicate with wide variety of people, and adapt to rapidly changing environment
- Must be able to quickly identify issues, concepts, and interpret customer direct and indirect communications
- Must be able to resolve issues effectively and quickly
- Occasional lifting required (15 pounds maximum)
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Customer Service Team Job Description
Job Description Example
Our growing company is looking to fill the role of customer service team. 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 service team
- Perform all Customer Service day to day work, manage escalated issues, and address service issues & opportunities / trends raised by Customers, PSS teams, Customer Solutions and Account Teams
- Lead continuous improvement activities and project management with cross-functional teams
- Understand performance metrics and improve quality, speed, and capabilities to meet or exceed goals
- Single point of contact for assigned customer, attend face to face customer meetings, internal forecast meetings, sales meetings
- Manage high volume promotional activities by ensuring end to end execution of all Customer requirements
- Communicate and present to all levels in the organization
- Types of planned activities managed - Informal and formal allocation, holiday schedules, new item implementations, managing warehouse closing/openings, item discontinuations, SAP implementations
- Types of unplanned activities managed - unplanned closings, redirects, dock capacity, transportation capacity and issues, open order reports, quality holds, pre-cuts, short code and too old to sell process
- Day to day customer service activities
- Investigate, then validate, claim or request reversal of fines, customer deductions and transportation deductions
Qualifications for customer service team
- Experience with business support software applications such as MS Office (Word, PowerPoint, Excel, Visio, ) required
- At least one year in a customer-facing role and one year in a call center
- Three years in a customer facing role
- Building collaborative relationships with Product Supply System teams, Sales and our Customer
- Sense of urgency, detail oriented, and able to provide clear and thorough documentation and communication
- Express ideas precisely, persuasively and effectively
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Customer Service Team Job Description
Job Description Example
Our growing company is looking to fill the role of customer service team. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for customer service team
- Retrieve pay-off information from the system, clearly communicate to the caller the amount and the steps required to complete the transactions, and document information in the system in accordance with established procedures
- Review customer history and, where appropriate and based on established policies and procedures, waive late charges, grants and processes retail extensions, including processing due date changes, and grants and processes reasonable lease deferrals and makes payment arrangements within the limits of established guidelines
- Work with other departments to resolve customer account issues including lock box investigation of misapplied customer payments, title issues, insurance, collections, end of lease processing
- Document all activities in a clear and concise manner utilizing the appropriate systems and in accordance with established procedures
- Research unique customer requests using internal manuals, policies and guidelines, and promptly reports/refers more complex, non-routine issues to Customer Service Team Leader for resolution
- Previous experience in a customer facing role, sales or call center environment preferred
- Ability to work evening shifts ( between the hours of 8am-8pm Monday through Friday)
- Leads projects within the team to achieve milestones and objectives
- Delivers budgeted store sales profits (P&L)
- Implements company/store initiatives
Qualifications for customer service team
- Experience with the following systems is preferred - SAP P08 and SAP reports, Oracle Transportation Management (OTM), Excel and Pivot Tables, SoftPhone (for teleworking), Microsoft Office
- High volume Contact Center experience
- PC knowledge of Microsoft Office including Word, Excel and Outlook
- Solid knowledge of Telecommunication environment
- Minimum of 7 years experience as manager with employees
- Fluent English, plus fluency in French or another European Language
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Customer Service Team Job Description
Job Description Example
Our company is hiring for a customer service team. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for customer service team
- Coordinate third party support in order to assist the driving associate’s over the road predicament
- Proactively seek potential equipment failures utilizing advance technology and training
- Entry level position, which will lead to further advancements in management within the company
- Leading a team of Customer Service Representatives, working in a fast paced, target driven environment
- Provide clear leadership and direction for individuals and team
- You will monitor and deliver on Service Level Agreements (SLAs)
- You will be directly accountable for the department's overall productivity
- As an effective leader, you will supervise the CSR's work schedules and adherence while monitoring and analyzing performance to ensure the highest level of customer service and on-the-job performance
- You will assist with the maintenance of quality, knowledge management and technology, process and policy improvement
- You will also analyze statistical data and prepare reports on agent/team/contact centre performance and participate in special assignments as assigned
Qualifications for customer service team
- Answer telephones calls from customers are answered within 20 seconds using the correct greeting
- Responding to customer’s email, phone and system generated requests for an engineer logging calls on the system accurately and in full detail, both during and after the call and completing all administration within timescales and to a high level of accuracy
- Making outbound calls to assign the relevant engineer or sub-contractor engineers as defined in the call out rotas to arrive within the agreed SLA
- Escalating to a Supervisor or Manager if an engineer cannot be contacted being mindful of the time of day and ensure people are not disturbed unnecessarily
- Email all tasks to the regional office, Service Managers or relevant parties so they know a call has been logged for a particular customer, outside of working hours Contact engineers for feedback and input their comments into the system accurately and efficiently
- Update customers on progress via email or phone when the situation has been assessed and / or resolved on site
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Customer Service Team Job Description
Job Description Example
Our innovative and growing company is looking for a customer service team. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for customer service team
- Prepare standard operating procedure, knowledge base document, and relevant tools/document to support effective customer service delivery by front line employees
- Collaborate and recommend ideas to stakeholder and managements on process and systems improvement
- Assist in the managing the flow of inbound inquires and the department work queues
- Manage the workflow queues for claims and authorizations which suspend during processing
- Facilitate resolutions to internal and external claims payment issues
- Assist in the distribution of work to team members
- Provide leadership to the team and coordinate daily operations and workflow according to department deliverables
- Assist team members in responding to and resolving all questions, complaints and requests from customers
- Research, analyze, resolve, and respond to any internal and external inquires
- Resolves problems quickly by regularly interfacing with customer as needed
Qualifications for customer service team
- Ability to write a professional email
- Knowledge of labor contracts and HR/Organization/Department policies and procedures
- 3 to 5 years of experience in a call centre environment
- Excellent knowledge of call centre technologies
- College degree (DEC, technical diploma, community college or equivalent)
- Available to work different shifts, such as days, evenings, weekends and holidays (Call Centre hours of operation are Monday to Friday, from 7 a.m