Customer Service Agent Job Description

Customer Service Agent Job Description

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Customer service agent provides essential information to representatives regarding the status of backorders, customer complaints, accounts payable issues, customer ordering activity and other customer service/sales representative related issues.

Customer Service Agent Duties & Responsibilities

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

Sample responsibilities for this position include:

Actively participate in incoming call resolution for accounts
Promote products and services with minimal selling
Capture customer orders, concerns and understand the needs of callers
Ensure the accuracy of both written and electronic data
Keep files up-to-date according to the standard operating procedure
Identify problems, consider alternative solutions and make recommendations for action
Organize and perform multiple tasks accurately and in a timely manner
Serve as a liaison between external customers and internal functions to assist in uninterrupted order processing
Perform mathematical calculations regarding inventory control, delivery times, and freight as necessary in order processing
Ensure copies of orders and return orders are given to appropriate stakeholders

Customer Service Agent Qualifications

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

Licensing or Certifications for Customer Service Agent

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

Education for Customer Service Agent

Typically a job would require a certain level of education.

Employers hiring for the customer service 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, Computer, Desktop Publishing, Associates, General Education, Education, Accounting, Business/Administration, Graduate

Skills for Customer Service Agent

Desired skills for customer service agent include:

Any other Passenger Service System
Sabre
Products
Accounts
Ecolab representatives
Tools and dispensing systems
Swimming pool and spa industry
Accounts Payable
Customer relationship management tools and related analytics desired
Payroll

Desired experience for customer service agent includes:

Ensure the accuracy of both written and electronic data and adhere to the order processing flow
Provide support/service to customers keeping those affected by the decisions
Assist customers with any problem or issue they may have (damages, incorrect item, late shipment, canceling orders)
Great computer skills (ability to navigate through multiple windows and tabs, fast typing skills)
Maintain accurate records of customer correspondence and transactions in the system
Work closely with other departments to meet customers objectives

Customer Service Agent Examples

1

Customer Service Agent Job Description

Job Description Example
Our growing company is looking to fill the role of customer service 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 service agent
  • Promptly responds to complaints and resolves issues in a timely manner
  • Respond politely and professionally to a wide variety of contacts by phone, e-mail and letter that will include comments, complaints, enquiries and appreciations from the UK public in relation to BBC output
  • Quickly and accurately source information to respond to the contact and accurately log all relevant detail
  • Meet both quality and productivity targets
  • Communicate and share information in a proactive and productive manner with the customer and colleagues
  • Be trained as required to work in other contact channels to support the business in achieving SLA’s
  • Ensure data integrity of the proactive call system, milkrun program, maintain milkrun schedules and reporting
  • Accomplishes detailed and thorough order management tasks
  • Ensures timely resolution to any customer issues
  • Maintain on-going communication with sales and operations personnel to ensure they have knowledge on customer feedback
Qualifications for customer service agent
  • Working with others - Demonstrates experience of working in a team based environment supporting the team in achieving the highest quality standards and takes an active role in generating team morale Proven problem solving skills and experience in delivering practical solutions
  • Ability to lift 30+ pounds comfortably with or without a reasonable accommodation
  • Positive and outgoing team player
  • Insurance coverage for medical, dental and vision care
  • 401(k) retirement savings plans
  • Monthly and annual incentive bonus plans
2

Customer Service Agent Job Description

Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of customer service 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 service agent
  • Day to day coordination across stakeholders carrying out the shipping processes
  • Complete / update regularly customer specific list with all details needed (contact, special requirements )
  • Prepare work instructions
  • Be available on duty when necessary
  • Schedule onsite appointments
  • Train on our computerized system for tracking, information gathering, and/or troubleshooting
  • Requires ability to navigate and multi-task a computerized data entry system or other relevant applications
  • Handle customer contacts that include, but are not limited to, telephone calls, emails, and faxes in a professional manner to provide to meet the requirements of the customer
  • Provide information about their upcoming reservations
  • Resolve any travel arrangement issues, changes and concerns
Qualifications for customer service agent
  • Generous employee travel program
  • Attend 3 weeks of Customer Service training (date to be determined)
  • Must know Word, Excel, and Outlook
  • Must be comfortable communicating via phone and email
  • Order entry, inventory look up, filing, and other administrative duties as needed
  • Ability to learn new computer systems quickly
3

Customer Service Agent Job Description

Job Description Example
Our company is looking to fill the role of customer service 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 service agent
  • Ensure that Handling Agent colleagues consistently deliver services and products that are up to Cathay Pacific required standards
  • Is able to meet the Station's attendance/tardiness guidelines
  • Possess/Maintain a valid Driver's License
  • Contribute towards successful achievement of customer service KPI’s your own individual productivity, and agent satisfaction targets
  • Answering questions pertaining to the website and making payments
  • Handling inbound and outbound calls (80-100/daily) from customers
  • Making early collection calls
  • Be able to assist with responsibilities within other departments
  • Ability to meet outlined performance standards
  • Explain processes and procedures accurately
Qualifications for customer service agent
  • Ability to work in a fast paced environment and under certain time pressure, high flexibility & adaptability to changing priorities, considerable judgment and initiative to resolve any problems, make robust recommendations and / or escalate to the appropriate management level
  • Demonstrate high degree of customer focus and a positive customer service attitude
  • Excellent interpersonal skills for professional interactions with customers and internal stakeholders
  • Ability to lift heavy bags in excess of 60+ pounds, with or without a reasonable accomodation
  • Ability to lift heavy bags in excess of 60+ pounds, with or without a reasonable accommodation
  • Professional Demeanor and Courteous Phone Etiquette
4

Customer Service Agent Job Description

Job Description Example
Our company is growing rapidly and is looking to fill the role of customer service agent. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for customer service agent
  • Enhance Customer Experience together with sales
  • Ensure prompt actions/response to exceptional and urgent cases
  • Ensure product changes are timely communicated to customers
  • Promoting E-Commerce
  • Ensure freight is collected in line and monitor customer outstanding performance
  • Be responsible for customer satisfaction, own and manage customer facing activities
  • Proactively raise improvement areas and participate in improvement action
  • Proactively support Touch team on new business opportunities from customers through “Ask For More” initiatives
  • Non-working hour and holiday duty or emergency handling if needed
  • Report to work punctual without unjustified absence or lateness
Qualifications for customer service agent
  • Ability to improve and develop following coaching and feedback
  • Customer service experience (Call Center a plus)
  • Good problem solver and strong negotiator
  • Ability to multi-task/keep calm under pressure
  • Independent thinker and motivated self-starter
  • Ability to work diverse hours from 6am - 12am, including holidays
5

Customer Service Agent Job Description

Job Description Example
Our company is looking for a customer service agent. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for customer service agent
  • Ensure system entries are completed in an accurate, complete and timely manner
  • You will be in charge of handling customer inquiries / requests by telephone and email from (Dominican Republic)
  • KPI’s adherence
  • You will be in charge of handling customer inquiries / requests by telephone and email from 5 different countries (Panamá, Colombia, Costa Rica, Dominican Republic and Venezuela)
  • Resolve customer (internal/external) enquiries by telephone, email or chat with a positive and service-oriented attitude
  • Ensure responses are delivered to customers within agreed timescales
  • Evaluate the nature of customers’ enquiry accurately and determine the appropriate action to be taken
  • Provide high quality of service at the counter by ensuring smooth execution of the end to end delivery process
  • Ensure customer satisfaction through a positive customer experience and a smooth execution of the end to end shipment lifecycle
  • Analyse and interpret information given by the customer precisely
Qualifications for customer service agent
  • Some schedule flexibility is required due to business needs
  • Spanish a plus but successful candidate need not be bilingual
  • Interest in digital technologies, more specifically in the field of customer interactions
  • Bachelor’s degree plus 2-3 years of relevant customer service experience
  • Spanish speaker, minimum of 75% fluency in English (oral and written)
  • Intermediate to advanced MS Office Suite experience

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