RetailCustomer services clerksISCO 4225
customer service representative
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.
About customer service representative
As a customer service representative, you will be the primary point of contact for customers, handling inquiries, complaints, and requests with professionalism and empathy. You will manage customer data, maintain detailed records of interactions, and ensure satisfaction through timely follow-ups and effective problem-solving. Your day-to-day work involves processing orders, determining appropriate charges, handling refunds, and escalating complex issues to supervisors. You play a vital role in building customer loyalty and maintaining your organization's reputation by applying excellent communication skills and deep knowledge of company policies and products.
Key Work Functions
Core areas of responsibility for a customer service representative.
1
Handle customer inquiries and complaints
- Answer customer calls, emails, and messages with courtesy and professionalism
- Listen actively to customer concerns and identify the root cause of problems
- Respond to complaints and implement immediate solutions when possible
- Apply conflict management techniques to resolve disputes amicably
- Determine appropriate charges for customer services and explain fees clearly
2
Manage customer records and data
- Keep accurate and detailed records of all customer interactions and communications
- Update customer profiles with contact information, preferences, and purchase history
- Maintain knowledge base of customer information and product details
- Manage customer data in compliance with privacy regulations and organizational policies
3
Process orders and handle payments
- Process order forms with complete customer information and specifications
- Identify customer needs and recommend appropriate products or services
- Process refunds and handle payment disputes according to company procedures
- Verify payment information and ensure transactions are completed accurately
4
Ensure customer satisfaction and follow-up
- Implement proactive customer follow-up to ensure satisfaction after purchase
- Provide ongoing customer support and guidance on product usage
- Conduct satisfaction surveys and manage customer feedback
- Identify trends in customer satisfaction and report issues to management
5
Escalate issues and manage multiple tasks
- Perform escalation procedures for complex or high-priority issues
- Manage schedule of customer service tasks and prioritize workload
- Perform multiple tasks simultaneously while maintaining service quality
- Apply knowledge of human behavior to improve communication and service delivery
European Skills Framework
Skills and knowledge areas required for this occupation based on European classification.
Essential (23)
customer servicecustomer serviceProcesses and principles related to the customer, client, service user and to personal services; these may include procedures to evaluate customer's or service user's satisfaction.knowledge baseknowledge baseAn online library that contains information about a product or service to help customers finding answers to their queries.guarantee customer satisfactionguarantee customer satisfactionHandle customer expectations in a professional manner, anticipating and addressing their needs and desires. Provide flexible customer service to ensure customer satisfaction and loyalty.create solutions to problemscreate solutions to problemsSolve problems which arise in planning, prioritising, organising, directing/facilitating action and evaluating performance. Use systematic processes of collecting, analysing, and synthesising informat...perform multiple tasks at the same timeperform multiple tasks at the same timeExecute multiple tasks at the same time, being aware of key priorities.communicate with customerscommunicate with customersRespond to and communicate with customers in the most efficient and appropriate manner to enable them to access the desired products or services, or any other help they may require.manage schedule of tasksmanage schedule of tasksMaintain an overview of all the incoming tasks in order to prioritise the tasks, plan their execution, and integrate new tasks as they present themselves.apply conflict managementapply conflict managementTake ownership of the handling of all complaints and disputes showing empathy and understanding to achieve resolution. Be fully aware of all Social Responsibility protocols and procedures, and be able...determine charges for customer servicesdetermine charges for customer servicesDetermine prices and charges for services as requested by customers. Collect payments or deposits. Arrange for billing.implement customer follow-upimplement customer follow-upImplement strategies that ensures post-sale follow up of customer satisfaction or loyalty regarding one's product or service.identify customer's needsidentify customer's needsUse appropriate questions and active listening in order to identify customer expectations, desires and requirements according to product and services.provide informationprovide informationEnsure quality and correctness of provided information, depending on the type of audience and context.keep records of customer interactionkeep records of customer interactionRecording details of inquiries, comments and complaints received from customers, as well as actions to be taken.perform escalation procedureperform escalation procedureAssess situations in which a solution cannot be provided right away, and ensure that it is brought to the next levels of support.apply knowledge of human behaviourapply knowledge of human behaviourPractice principles related to group behaviour, trends in society, and influence of societal dynamics.listen activelylisten activelyGive attention to what other people say, patiently understand points being made, asking questions as appropriate, and not interrupting at inappropriate times; able to listen carefully the needs of cus...process refundsprocess refundsResolve customer inquiries for returns, exchange of merchandise, refunds or bill adjustments. Follow organisational guidelines during this process.have computer literacyhave computer literacyUtilise computers, IT equipment and modern day technology in an efficient way.provide customer follow-up servicesprovide customer follow-up servicesRegister, follow-up, solve and respond to customer requests, complaints and after-sales services.process order forms with customer's informationprocess order forms with customer's informationObtain, enter and process customers' names, addresses and billing information.control of expensescontrol of expensesMonitor and maintain effective cost controls, in regards to efficiencies, waste, overtime and staffing. Assessing excesses and strives for efficiency and productivity.process customer ordersprocess customer ordersHandle orders placed by customers. Receive the customer order and define a list of requirements, a working process, and a time frame. Execute the work as planned.process dataprocess dataEnter information into a data storage and data retrieval system via processes such as scanning, manual keying or electronic data transfer in order to process large amounts of data.
Optional (15)
sales activitiessales activitiesThe supply of goods, sale of goods and the related financial aspects. The supply of goods entails the selection of goods, import and transfer. The financial aspect includes the processing of purchasin...consumer protectionconsumer protectionThe current legislation applicable in relation to the rights of consumers in the marketplace.data mining methodsdata mining methodsData mining techniques used to determine and analyse the relationship between different elements of economy and marketing.e-commerce systemse-commerce systemsBasic digital architecture and commercial transactions for trading products or services conducted via Internet, e-mail, mobile devices, social media, etc.use e-servicesuse e-servicesParticipate in society through the use of public and private digital services. Seek opportunities for self-empowerment and for participatory citizenship through appropriate digital technologies.perform data analysisperform data analysisCollect data and statistics to test and evaluate in order to generate assertions and pattern predictions, with the aim of discovering useful information in a decision-making process.speak different languagesspeak different languagesMaster foreign languages to be able to communicate in one or more foreign languages.upsell productsupsell productsPersuade customers to buy additional or more expensive products.facilitate official agreementfacilitate official agreementFacilitate an official agreement between two disputing parties, ensuring that both parties agree on the resolution which has been decided on, as well as writing the necessary documents and ensuring bo...contact customerscontact customersContact customers by telephone in order to respond to inquiries or to notify them of claim investigation results or any planned adjustments.measure customer feedbackmeasure customer feedbackEvaluate customer's comments in order to find out whether customers feel satisfied or dissatisfied with the product or service.use customer relationship management softwareuse customer relationship management softwareUse specialised software to manage company’s interactions with current and future customers. Organise, automate and synchronise sales, marketing, customer service, and technical support, to increase t...carry out active sellingcarry out active sellingDeliver thoughts and ideas in impactful and influencing manner to persuade customers to become interested in new products and promotions. Persuade clients that a product or service will satisfy their ...show diplomacyshow diplomacyDeal with people in a sensitive and tactful way.relationship marketingrelationship marketingThe process within Customer Relationship Management (CRM) and focuses on customer retention, satisfaction and lifetime customer value.
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