Duties and qualities of a Customer Service Representative:

• Main task of this department is to communicate with the user to know their suggestion, complaints and help needed regarding their product or services. For that, Representatives with effective communicative skills are appointed.
• Customer Service diplomat should posses a friendly and polite personality to make sure the service rendered for the customers is satisfactory.
• They not only communicate but also direct the customers to the respective professionals in case they are exposed to any unknown situations.
• Aspirants with multilingual communication are mostly preferred for this designation as it will be easy for them to respond to people from various regions speaking different languages.
• They should be straight forward in answering the question raised by the caller.

Candidates interested in taking this designation should make sure that they posses the above qualities to overcome the tough competition as it mainly targets the people in metropolitan cities. All the Best!

 Skills Required:

Thorough knowledge in English and in other languages in which the customer support service organization to which they are employed does business.

Experience in handling various customer support activities.

Good computer configuration knowledge and Microsoft Windows package.

Should be willing to travel to other nations up on requirement.

Good management and organizing skills are required.

 Responsibilities:

Work with a customer centric approach and aim at utmost customer satisfaction.

Should act with various other functionalities of the organization if customer requires information across organization.

Must communicate well and ensure good relation between the internal and external stake holders.

Must have records of the calls, FAQ’s and other customer related queries.

Handle other management responsibilities as part of their job.

Good knowledge of various products in the organization and complete fluency in all the languages in which they operate.

Skills or Qualifications

A diploma or high school education with  technical training .

2-3years of troubleshooting experience with hardware or software customer services.

Knowledge of Windows-Dos and all other Microsoft application and laptop troubleshooting.

Duties and Responsibilities

Provide excellent services  through phone to  IT users  for basic  end user related hardwares and softwares, desktop related LAN network systems.

Configuration and resetting  the network access accounts whenever required.

Installation of new hardware’s and software’s.

Processing softwares and hardwares by coordinating  user setups, installations and upgrades.

Provide training to end users.

Call Center Customer support representatives are those who answers phone calls that involve customer inquiries, FAQ’s,customer complaints,collecting orders,invoice inquiries. In short, the call center customer support rep  projects the professional image of the company through efficient and pleasing interaction through phone under a highly stressful environment where breaks are quite regimented due to the nature of the work.

Skills Expected:

Good reading, writing ,listening,mathematical  skills with a sharp memory.

Require a minimum high school diploma. Must have a good helping tendency and tactful manners.

Should be literate in computers in order to enable quick learning of service software applications.

Basic written and verbal communication with good typing skills of atleast  30wpm.

Must have positive attitude  and ability to be pleasing even at crucial times.

Responsibilities

To answer phones, collect orders and place the customer  orders in computer software systems.

To provide customer with the up -to- date information on the products offered and services rendered.

To sell products and services of the company.

Transfer customer calls regarding queries to appropriate staffs.

Complete reports , call logs and research billing issues.

Recognize and document customer calls, alert the supervisor of the current trends of customer call.

Last but not the least the ability of multi tasking  and good negotiation skills are  most expected.

A deep knowledge of the  operations of a customer care department in an organisation.

Outstanding communication ( written and oral) and interpersonal skills enabling one to deal with internal and external customer support professionally.

Creative problem solving skills.

Good understanding of the current market position of the product to which the customer support service is provided.

Capacity to work both as an individual and as a team.

Excellent organisational and time management ability.

Highly self motivated, willing to learn and quick adaptation to new processes within less time frame.

Basic computer knowledge with MS-Office , Outlook and effective browsing skills.

Responsibilities of a Customer Support Executive:

The generic responsibilities of a Customer support or Customer Care executive  are stated below

1) To remain as basic point of contact for customers with queries, complaints, feedbacks, requests etc.

2) Ensuring timely and professional responses to all complaints, requests and queries received.

3) Research and compilation of  answers for informational requests from customers.

4) Proper recording and scrutiny of the complaints received.

5) Maintain and develop external party relationships.

6) Preparing reports  on the activities of the Customer Care  department or team.

7) Efficient dealing of complaints to completion and enabling satisfaction of customer.

8 )  Rendering useful administrative support to other members of the customer care team.

Job duties of Technical Support Specialist

1. This is a highly paid pressure job individuals must have enough patience and proper understanding of the job and able to perform well under intense pressure.
2. Individuals applying for this job must have the necessary qualification to provide support for external customer and able to answer technical questions with ease.
3. Ability to interact and co-ordinate between the Helpdesk, local service and Dispatch section.
4. Due to the nature of the job, working hours is not fixed you might be working in shifts you have to be ready to work flexible hours.
5. Good customer management skills and work according to client/customers needs is very important to the job.
6. Service visits should be maintained properly and complete information about the technical issues faced while doing that service/ solution adapted for solving it these kinds of details must be stored in an electronic format.
7. Responsibility to report to the higher authority on any customer dissatisfaction complaints, or any internal incidents. Responsible to find out any safety related issues.
8. Ability to train people effectively.
9. Responsibility to process service documentation and report it to the immediate authority promptly on a timely basis.
10. To obey company policies and complete the task.
11. Ability to give a helping hand to other product engineering groups in the company and helping them in product design changes.
12. Must be familiar with spare parts ordering procedures and find out any alternatives for the customer/clients requirement.