Customer Agent Job Description

Customer Agent Job Description

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Customer agent provides feedback via the established voice of customer processes to ensure that customer business requirements are identified and addressed appropriately.

Customer Agent Duties & Responsibilities

To write an effective customer agent job description, begin by listing detailed duties, responsibilities and expectations. We have included customer agent job description templates that you can modify and use.

Sample responsibilities for this position include:

Calling new customers for training on our products features and benefits
Making outbound calls to customers to cross sell and up sell products
Work with Marketing to promote our products to prospective customers
Continuous monitoring of company computer systems to avoid interruptions in service
Data entry, filing and other administration functions in the Call Center
Working in any area of the company when needed
Acquiring customer information for entry into our CRM system
Basic troubleshoot of installation
Working with Marketing to promote our products to prospective customers
Handle customer inquiries/requests by telephone and email

Customer Agent Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Customer Agent

List any licenses or certifications required by the position: ID, CE, GDS, IATA, CFC, CDIA, SQL

Education for Customer Agent

Typically a job would require a certain level of education.

Employers hiring for the customer agent job most commonly would prefer for their future employee to have a relevant degree such as Associate and High School Degree in Business, Technical, General Education, Education, Associates, Computer, Accounting, Desktop Publishing, Communication, Information Technology

Skills for Customer Agent

Desired skills for customer agent include:

Database analysis research methodologies
HR Services processes
LAN and WAN technologies
Primary
Procedures and Company policy relevant to the role and completion of the Customer Agent Learning and Development Modules
Secondary
Statistical concepts and specific business challenges to be addressed
Systems and processes related to order flow and due date intervals
Variety products
Voice Services

Desired experience for customer agent includes:

Identify opportunities to improve customer experience and processes
Delivering top-notch customer service over the phone to incoming calls (NO SALES!)
Navigating the internet and search engines to comply with customer requests
Professional communication both verbally and electronically
AS degree in Computer Science or technical related area minimum
31 days holiday (including Bank Holidays) plus a day off for your birthday!

Customer Agent Examples

1

Customer Agent Job Description

Job Description Example
Our innovative and growing company is looking to fill the role of customer agent. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for customer agent
  • Branch bonus and retailers discounts
  • Company shares
  • 45 hours each week on an hourly rate of £9.00
  • Manage an average of 20 to 30 customer contacts per day, with the focus being on quality customer interactions and sales execution
  • A 5% language adjustment will be added for your Spanish-English Bilingual skills after training
  • Alerts other departments when confronted with problems involving product performance, liability, packaging, routing
  • Analyze and reconcile customer accounts with respect to provision of service, billing, payment, and utility related information
  • Address Payment and/or Billing – related customer issues associated with (but not limited to)
  • Manage customer satisfaction survey tasks and responses
  • To take full responsibility for customer experience by managing the end-to-end shipment process in compliance with all company procedures and regulatory requirements
Qualifications for customer agent
  • Relevant IT certifications (MCP, A+, CCNA, ) or have previous IT Support experience
  • Ability to work in a fluid work environment plus handle change based on business needs
  • Flexible to work varied shifts including weekends and holidays required
  • Knowledge in Customer Retention strategies preferred
  • 1 – 2 years of prior Customer Service, Billing and/or Collections is preferred
  • Microsoft Outlook experience is a must
2

Customer Agent Job Description

Job Description Example
Our company is growing rapidly and is hiring for a customer agent. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for customer agent
  • Correctly input confidential data and ensure that efficient and accurate customer records are maintained, in line with policies and procedures
  • Focusing on excellence of service delivery at all times for all our clients, ensuring that we retain our key clients striving for new business
  • 42.5 hours each week
  • Match manifest to on-board count
  • Assist with various governmental agency requirements
  • Connect and disconnect Jetway/stairs as necessary
  • Announce arrivals and departures as necessary
  • Assist with baggage tagging and bagging claim reports
  • Maintain current knowledge of all flight times during shift
  • Maintain liaison with Airlines, Customer Representatives and Ground Handlers
Qualifications for customer agent
  • Proficient in problem solving, teamwork, and time management skills
  • Willingness and ability to learn optical skills & knowledge
  • No automotive experience required, only a deep desire to LEARN
  • Intermediate level of English knowledge (DPDHL Business Language) and French
  • Common language (s) used in call center
  • Accountable to identify safety situations, and manage these by giving the adequate safety instructions as described in our global safety procedures
3

Customer Agent Job Description

Job Description Example
Our company is growing rapidly and is looking for a customer agent. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for customer agent
  • 42.5 hours each week on an hourly rate of £7.05/7.50 (National Minimum Wage)
  • Handle all phone calls/inquires in a professional way with a service-oriented mindset and return call promptly
  • Provide feedback to customers timely if unable to solve their problems on the spot
  • Closely coordinate with GSC/SM to ensure the accuracy
  • Understand booking CSOP and requirement
  • Follow strictly the booking guideline from Trade and Marketing
  • Ensure the operational deadlines are strictly adhered to
  • Maintain the booking quality at any time
  • Ensure the booking turn time meet the target and exceed customer’s expectation
  • Attend all pending tasks in GCSS/MDWS timely
Qualifications for customer agent
  • There are two groups within Customer Service for two languages
  • Must be able to sign using ASL for extended periods of time
  • Keyboards routinely used throughout the day
  • Must be willing to work flexible hours, weekend included
  • Excellent level of verbal and written English
  • To ensure that vehicles are checked and cleaned to the required standards and subsequently available for rental use
4

Customer Agent Job Description

Job Description Example
Our company is growing rapidly and is hiring for a customer agent. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for customer agent
  • The primary focus of the Customer Service Specialist (CSS) is to assist non-delinquent customers by courteously answering and addressing issues in an effort to satisfy our customer’s needs
  • Prepare, Scan, Sort, and Load time sensitive documents for shipment
  • Assist in research efforts to resolve shipment inaccuracies
  • May assist in Customs clearance process
  • Take full ownership of every situation and keep customer informed at all times
  • Document customer interactions in appropriate database
  • Stay updated on platform capabilities and limitations
  • To differentiate UPS’s service offering by providing customers with a professional communication during every inbound transaction and inquiry
  • Communicate clearly whilst analyzing customer's situation
  • Resolve problems on a first level by empathizing with customers situation whilst promoting positive relationships
Qualifications for customer agent
  • To assist and provide cover for other Rental Department positions as and when required
  • Strong PC skills including Microsoft Office, specifically Excel and demonstrable ability to quickly learn and navigate software (pivots, formulas)
  • Possess a strong level of self-motivation and the ability to work with minimum supervision
  • A self-starter and requires minimal direct supervision
  • Proficient in Microsoft Excel (intermediate-to-advanced skills preferred)
  • Basecamp knowledge a plus
5

Customer Agent Job Description

Job Description Example
Our company is growing rapidly and is hiring for a customer agent. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for customer agent
  • Handling high volumes of customer data in bulk with tools like Excel and Postman
  • Communicating with business owners all over North America by phone and email to update them on the status and performance of their listings
  • Working directly with directories to identify and remove any inaccuracies and duplicate listings in their systems
  • Preparing detailed performance and speed reports through the use of provided SQL scripts
  • A good understanding of the digital marketing and SaaS type environments is a plus
  • Experience with start-up mindset
  • Responsible for incoming calls received on ACD line or direct line
  • Respond to mortgagor inquiries
  • Refer calls that cannot be handled to appropriate area
  • Make welcome calls
Qualifications for customer agent
  • Be flexible and adaptable in your approach to customer’s needs
  • You have a Bachelor Degree with 2-3 years experience in an industrial B2B environment
  • You are highly problem solving minded and possess a strong analytical spirit
  • You are open-minded and result oriented
  • You have a strong customer focus/quality experience
  • Maintenance mortgagor records for name and address changes, phone numbers

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