Customer Support Representative Job Description
Customer Support Representative Duties & Responsibilities
To write an effective customer support representative job description, begin by listing detailed duties, responsibilities and expectations. We have included customer support representative job description templates that you can modify and use.
Sample responsibilities for this position include:
Customer Support Representative Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Customer Support Representative
List any licenses or certifications required by the position: HDI, II, IAT, CPE, OS, CE
Education for Customer Support Representative
Typically a job would require a certain level of education.
Employers hiring for the customer support representative job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Education, Associates, Business, Military, Technical, Engineering, Manufacturing, Computer Science, General Education, Communication
Skills for Customer Support Representative
Desired skills for customer support representative include:
Desired experience for customer support representative includes:
Customer Support Representative Examples
Customer Support Representative Job Description
- Resolving customer help desk tickets and providing phone support – 40%
- Develops relationship with distributors in assigned region and uses product and process knowledge to provide an unrivaled customer experience
- Support Account Managers to ensure charity clients are increasing adoption and satisfaction deriving value from the everydayhero product
- Evaluates warranty claims with respect to manufactures warranty period, entry of product into service, repeat failures, Processes claims as appropriate
- Complete other customer support-related tasks as directed from time to time by a Support Lead
- Monitor press release distribution in real time
- Completes the sales process by determining customer’s fit with the appropriate Clinical Drug Information products and pricing
- Qualify new accounts for all markets
- Check customer purchase orders for accuracy against quotation or catalogs
- Process returned parts (due to defects, order discrepancies or warranties ) and ensure their replacement and/or repair managing warranty credits where appropriate
- Customer focused, able to establish and maintain effective customer relationships
- Flexible schedule (AVAILABLE TO WORK NIGHT SHIFT)
- Tomcat application server administration
- A very good knowledge of Dutch and German language is important
- Perform basic business math skills as it relates to business calculations
- Active listener with an ability to effectively articulate both verbally and written to customers, doctors and management
Customer Support Representative Job Description
- Responsible for call intake, processing emails, creating knowledge base accounts, ticket creation and follow up
- Advise dealers on service operational improvements
- Counsel dealers to improve technical skills development
- Handles each customer interaction whether phone or email from start to finish with best in class service
- Maintains a working knowledge and sufficient technical expertise for all products of the division, and major product lines for other divisions to properly advise customers
- Collaborate with field sales, accounting, planning, technical support, marketing, warehouse, training and education, and returns department
- Handle daily call volume and order processing
- Ensure that customer information is current and accurate
- Commit to meeting individual agent goals
- Contribute to overall KPI targets
- Withstand long periods of time on telephone and in front of computer monitor
- You are fluent in Portuguese/Spanish, particularly with excellent written skills
- Past experience in a customer support-related role helps but entry-level candidates are encouraged to apply
- Familiarity with consumer web and technology
- You have excellent Portuguese/Spanish written and interpersonal skills
- You work quickly, independently and with great attention to detail
Customer Support Representative Job Description
- Attract potential customers by answering product and service questions, and suggesting information about other products and services that may be beneficial to their unique needs
- Assist customers via incoming phone, email and online chat with account management, technical support, and promoting products and services
- Assists customers to gain the most value from their products and services
- Continue to learn new technology
- Understand the big picture and how this role significantly impacts the overall business
- Make good business decisions with little direction
- Participate in special assignments/projects when directed by management
- Achieve quality targets to ensure the consistency of the customer experience
- Provide timely and accurate information to internal and external customers
- Maintain an acceptable ratio of aged cases, including assignment of new cases
- You have experience in online video
- You're comfortable with both Macs & PCs, Android & iOS devices
- You speak more than one language (let us know which!)
- You love KPop, Telenovelas, or other foreign TV content
- Bilingual required (English/French)
- People Soft / JD Edwards experience a definite asset
Customer Support Representative Job Description
- Manage assigned client projects as required, including, coordination meetings and follow-up on action items
- Accurately process customer transactions such as quotes, purchase orders, change orders, returns, paperwork issues
- Solid analytical and reasoning abilities strong numerical and organizational skills
- Responsible for entry of information into the BAAN system
- Responsible for processing initial order from customers
- Provide dispatching communication to company locations, customers, and vendors
- Investigate and assist with resolving first tier issues
- Represent Calumet in a professional manner, being first voice to customers and create strong partnerships through exemplary customer support
- Handle a high volume of inbound calls/emails in a timely manner
- Thoroughly understand the nuances of each medical product to ensure customers have received the correct information regarding their products
- Customer Service experience in a setting involving direct customer interaction
- Recent Customer Service experience (within the last 5 years)
- Must pass all on-boarding tests related to customer service and keyboarding requirements
- May require extensive sitting and use of keyboard/computer/mouse and use of headset
- During the training period, must not exceed 8 hours of allowed PTO (paid time off)
- Must consistently meet or exceed established goals, performance metrics & quality metrics
Customer Support Representative Job Description
- Consistently meet customer service metrics which includes activities and customer service effectiveness
- Accurately input data into their ERP system
- Manage inbound and outbound calls a timely manner
- Escalate dispatching and difficult concerns to other team members
- Accurately receive and input data into their ERP system
- Responsible for creating, canceling, editing, and preparing new accounts
- Collect payments/perform A/R duties
- Handles Customer Service Engineers calls for emergency order placement , escalations and inquires
- Focus on providing solutions Ensure Quality by following Client call / system processes
- Set priorities, meet deadlines and multi-task with minimum supervision
- Ability to work independently & as a team member
- Ability to accept and implement coaching and feedback in order to achieve performance goals
- May be asked to assist in other areas during peak volume throughout the year
- Meet our daily goal of supporting at least 12 clients a day, with positive feedback
- Access all clients systems to provide hands on support- basically, if you can prove to be a very fast learner!
- Be a pro at our Mortgage Builder Software, including the individual versions that our customers are using