Customer Care Agent Job Description

Customer Care Agent Job Description

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Customer care agent provides technical expertise on all device platforms such Apple, Android, windows, service support, procurement, and provisioning and kitting.

Customer Care Agent Duties & Responsibilities

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

Sample responsibilities for this position include:

Document policies, procedures and issues in ticketing system in internal knowledge base
Reply to daily written correspondence in line with our service levels and procedures
Dealing with all customer enquiries
Respond to any customer complaints from the site
Answering inbound phone calls from company agents nationwide
Providing information to agents, and helping resolve their issues in the areas of policy change, licensing, commissions, claims, and new business
Communicating with inter-departmental resources to obtain additional information when needed, and returning calls within a reasonable timeframe
Serve as the first point of contact for Customers and Partners across the globe who have inquiries, requests or issues relating to products or services
Manage employees´ cases end-to-end
Deliver timely training to all new employees and new managers regarding HR related processes, tools and resources available, incl

Customer Care Agent Qualifications

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

Education for Customer Care Agent

Typically a job would require a certain level of education.

Employers hiring for the customer care agent job most commonly would prefer for their future employee to have a relevant degree such as High School and Collage Degree in General Education, Education, Associates, Business, Communication, Radiology, Medical, Computer, Management, Technical

Skills for Customer Care Agent

Desired skills for customer care agent include:

Medical insurance
Android based operating systems
Apple
Desktop the ability to navigate Windows
Laptops
Use of personal computers
Excel
Procedures
Word
English

Desired experience for customer care agent includes:

Ability to identify and understand issues, problems, and opportunities
General I.T
Ability to handle multiple tasks simultaneously and thrive in a fast-paced environment
Courteous phone etiquette professional demeanor
Insurance or Customer Service experience is a plus
Supports and advises entry-level Contact Center agents

Customer Care Agent Examples

1

Customer Care Agent Job Description

Job Description Example
Our growing company is looking for a customer care 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 care agent
  • Partner with relevant business partners to resolve escalations within service level agreement time frames
  • Responsible for end to end completion of escalation within their queue and daily management of escalation queues
  • Responsible for coordinating client communication for product and service delays
  • Single point of contact for customers and/or field partners with escalations within individual queues
  • Communication through updated case notes in all required systems (Breeze, OMS, FMS) that are clear and concise, updated appropriately
  • Collects insights and provides feedback to leadership team and business partners to faciliate continuous improvement in operational effectiveness and the customer experience
  • Responsible for coordinating efforts and communication for customers and field partners to resolve escalations
  • Place and answer calls and respond to emails
  • Handle customer inquiries by phone and email
  • Process calls and reports
Qualifications for customer care agent
  • A truly international work environment client group (within either Europe or Eurasia and Africa geographies)
  • Must be eligible/legally entitled to work in Canada
  • 1 year of experience in the Services, Merchant or Retail space
  • 2 years of experience in the Services, Merchant or Retail space
  • Providing initial triage technical support
  • Minimum of 6-12 months customer service/call center experience required
2

Customer Care Agent Job Description

Job Description Example
Our growing company is looking for a customer care 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 care agent
  • Act as a customer service liaison to patrons regarding operational inquiries, questions, refunds
  • Communicate with co-workers and manager to remain up-to-date on any information regarding the system that may need to be relayed to callers
  • Job shadowing as needed
  • Document and communicate key information for late drivers, refusals, profile updates and Master Data issues
  • 1st point of contact to troubleshoot GPS phone or web issues for the sales force
  • Order entry received via email and fax
  • Alaska and Export processing
  • Redeployments
  • Delivery Group settlement and adjustments to ensure accuracy of branch inventory and customer billing
  • Process claims communicated to the NCC
Qualifications for customer care agent
  • Basic typing, telephone, and computer skills required
  • The agent must be capable of demonstrating good verbal communication skills with internal and external customers
  • Must demonstrate good time management and organizational skills through past performance
  • You will be required to pass (3) course assessments throughout your training for continued employment
  • All training time is mandatory with 100% attendance without exception, and must be completed within the time allotted
  • You will be required to purchase an analog telephone and headset in order to make and receive calls while working from home
3

Customer Care Agent Job Description

Job Description Example
Our innovative and growing company is looking for a customer care agent. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for customer care agent
  • Responsible to provide disposition for external partners in possession of Mondelēz product
  • Cross-functional collaboration with finance, transportation, customer service, RDC logistics, and claims resolution
  • Review of monthly metrics to ensure benchmarks are being met
  • Responsible for answering incoming telephone calls, e-mails, web based tickets and prioritizing customer’s support needs
  • Provide support to the customers for commercial, technical and logistic returns product — Provide support to the customers for solving the logistic and commercial complaints
  • Report all incidents or faults detected
  • Answer incoming customer inquiries of consumers and health care professionals in the field of health care for the Belgian market
  • Processing of calls, e-mails and faxes
  • Providing support to the New Skies help desk
  • Handle calls from the special needs assistance line
Qualifications for customer care agent
  • A climate controlled, contact center environment – filled with amazing people, incredible career opportunities and the occasional dance-off
  • Customer care and retention skills and experience
  • Familiar with the television industry and its various distribution platforms
  • Exhibits excellent communication and phone skills
  • Taking inbound calls from existing customers
  • Maintain professional behavior in a business atmosphere
4

Customer Care Agent Job Description

Job Description Example
Our company is growing rapidly and is looking for a customer care 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 care agent
  • Troubleshoot to provide technical assistance regarding measurements, drawings, and technical manuals and resolve a wide range of customer inquiries from installation to warranty assistance
  • Act as a primary point of contact for customers
  • Ensure smooth execution of the whole shipment lifecycle, by working closely with customers and internal stakeholders
  • Address root causes and seek continuous improvements
  • Constantly look for ways to improve work processes by understanding and being familiar with local KPIs and act in line with set targets
  • Willingness of going the extra mile for the customer
  • Thinking out of the box and with focus on providing solutions
  • Addresses root causes and seeks continuous improvements
  • Assist with overflow inbound Call Center calls
  • Conduct inbound and outbound collection calls for a variety of clients and industries to prompt for payment of past due invoices
Qualifications for customer care agent
  • At least 1 year of experience in customer service roles
  • 2nd year degree is preferred
  • Proven success working on a computer, navigating through
  • Ability to sell/service the value of all our products
  • Technical aptitude in Windows®, Internet browsers, and
  • Ability to educate customers on product features and
5

Customer Care Agent Job Description

Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of customer care agent. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for customer care agent
  • Reporting any system outages or degradation of system functionality when they occur following current written processes when no Supervisor, TSS or Lead TSS is available
  • Processes requests submitted by IC’s (Implementation Coordinators) and Account teams for locks, lock backs, lock initialization kits and shelve kits to the OSC, MSSS mailbox
  • Answers questions submitted by IC’s, account teams and Territory Managers
  • Print and stock kit bags
  • Makes FLM and Bank Init kits, FLM and Bank Shelve kits, program locks and lock backs, F keys and TRAC keys as needed to assist TSS group
  • Conducts evaluations of returned locks from the field
  • Additional responsibilities may be added based on the agents skill level and training
  • Support ongoing customer support activities, including researching what may be the root cause of a customer issue or problem
  • Answer procedural questions for internal and external customers, proactively following up on customer requests in order to ascertain customer satisfaction and exceeding customers' expectation
  • Adherence to process documentation to ensure consistency and quality
Qualifications for customer care agent
  • You must be fully fluent both written and verbal in English and Italian
  • Actively modify/update/create customer database
  • Proactively search and learn about new products, technologies and applications
  • Fluent Danishand good English skills
  • Relevant experience in customer support service
  • Service and team oriented attitude

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