customer service representative (EN)
ISCO 4225 · v1.2.1
Customer service representatives handle complaints and are responsible for maintaining overall goodwill between an organisation and its customers. They manage data regarding customer satisfaction and report it.
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Source aliases (EN)
- customer complaints handler
- customer feedback representative
- customer experience manager
- assistant customer service representative
- graduate customer service representative
- information office worker
- senior customer service representative
- customer service officer
- information agent
- customer service person
- trainee customer service representative
- complaint representative
- customer relationship officer
- service desk operator
- customer relations officer
- information clerk
Skills and knowledge
Essential (EN) · 24
- guarantee customer satisfaction
- create solutions to problems
- perform multiple tasks at the same time
- communicate with customers
- manage schedule of tasks
- apply conflict management
- customer service
- determine charges for customer services
- knowledge base
- implement customer follow-up
- identify customer's needs
- provide information
- keep records of customer interaction
- perform escalation procedure
- apply knowledge of human behaviour
- listen actively
- process refunds
- ensure client orientation
- have computer literacy
- provide customer follow-up services
- process order forms with customer's information
- control of expenses
- process customer orders
- process data
Optional (EN) · 15
- relationship marketing
- use e-services
- perform data analysis
- speak different languages
- upsell products
- sales activities
- facilitate official agreement
- consumer protection
- contact customers
- measure customer feedback
- use customer relationship management software
- data mining methods
- e-commerce systems
- carry out active selling
- show diplomacy
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