Customer Service Desk Job Description

Customer Service Desk Job Description

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Customer service desk provides support for Microsoft Windows, Mac OS, Office Suite, and other third party applications.

Customer Service Desk Duties & Responsibilities

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

Sample responsibilities for this position include:

Creating customer sales orders in the SAP system
Checking on delivery conditions and completeness of all orders
Communicate order confirmation to customers
Initiate commercial invoicing confirming the accuracy of the information on the invoices to limit later queries (quantity, price, discounts)
Handle complaint / return registration
Manage the complaints process
Organize and co-ordinate return deliveries
Process necessary documentation (credit notes) for returns received
Ensure the accuracy of such credit notes
You’ll deliver outstanding customer service standards by answering all queries promptly, remaining approachable, courteous and professional at all times

Customer Service Desk Qualifications

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

Licensing or Certifications for Customer Service Desk

List any licenses or certifications required by the position: ITIL, II, IAT, CE, TIA, HDI, MCSE, MCP, IE, WAV

Education for Customer Service Desk

Typically a job would require a certain level of education.

Employers hiring for the customer service desk job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Technical, Education, Business, Associates, Computer Science, Performance, Management, Information Technology, Computer, Business/Administration

Skills for Customer Service Desk

Desired skills for customer service desk include:

Cash handling processes
Customer service desk processes and systems
Facility maintenance work and its trades
Microsoft Windows XP and Microsoft Office Applications
Word processing techniques
Computers and related technology
Microsoft Applications and good general computer skills
MS Office
English and Polish languages
Bank LC documentation and payment terms

Desired experience for customer service desk includes:

Respond to calls both on the telephone but also via email and ensure that all systems are kept up to date
Ensure that all cases owned are resolved and that our customers are pleased with our service!
Data entry in POS system
Greet customers arriving at service desk
Answer, screen , and direct phone calls on a multi-line phone
Assist Service Writer with clerical tasks

Customer Service Desk Examples

1

Customer Service Desk Job Description

Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of customer service desk. 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 desk
  • Fast paced environment in a busy office
  • Record all calls from end-users and project members via official channels
  • Facilitate all communication (inbound and outbound) notification letters, system related messages, user satisfaction surveys, user enquiries and status calls
  • Provide system support and resolve first tier calls
  • Maintain system access control
  • Record and transfer calls to specialist or other relevant team members if first tier cannot resolve immediately or if investigation is required
  • Re-route all calls meant for other transversal service/help desks via official channels
  • Provide functional and/or technical support for resolution of customer problems, incidents, issues, requests and queries
  • Liaise with other support teams, or product teams as required to resolve requests/issues in a timely manner
  • Any other duties deemed reasonable and required as part of the day to day role
Qualifications for customer service desk
  • Ability to motivate and create enthusiasm in others
  • Self Starter / Innovative and Flexible
  • 3 year tertiary qualification
  • Responds to customer requests for orders and quotations, deliveries, special orders, and will-calls that are received in-person or via phone, e-mail, written, and faxed correspondence
  • Calls customer leads in order to increase store sales
  • Must be a U.S. Persons status
2

Customer Service Desk Job Description

Job Description Example
Our company is growing rapidly and is looking to fill the role of customer service desk. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for customer service desk
  • Assists with the processing of paperwork for residents upon move-in and move-out, including faxing resident authorizations, for background verification checks and data entry of move-in/move-out data
  • Assists in the processing of MasterCard reconciliations
  • Creates and edits spreadsheets and correspondence as needed
  • Assists with maintaining community files, which includes but is not limited to, resident files, financials, CapEx, Ensure Vendors are insurance compliant
  • Greets Prospects and visitors as needed, responds to Prospective resident inquiries
  • Works closely with management in developing and integral team that effectively represents the quality and professionalism of ELS
  • Makes photocopies and sends facsimiles as needed
  • Update and print monthly newsletter, update calendars, update community phone directory
  • Show homes offered by Carefree Sales to prospective buyers, A portion of the commission from a sale generated by the A/A will be assigned to A/A, proportionate to the amount of work/responsibility relation to sale
  • Troubleshoot and repair computers & OS system problems
Qualifications for customer service desk
  • Years of technical or customer support experience in a call center environment
  • 1-3 years hands-on computer and internet experience
  • Solving problems attitude
  • Works independently with minimal supervision or direction
  • Troubleshoot and repair simple network problems, including internet browser software
  • Troubleshoot and repair common computer hardware problems
3

Customer Service Desk Job Description

Job Description Example
Our growing company is looking to fill the role of customer service desk. 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 service desk
  • Perform other miscellaneous IT duties as needed remotely using remote desktop software (log-me in rescue)
  • Installation of equipment on the roof will be required from time to time
  • Assist with PC deployment and maintenance
  • Work with team members to develop, approve, validate, and maintain problem-resolution databases
  • Interpret, analyze, diagnose, document, and resolve first-level customer service problems related to internal supported hardware, software, LANs, and WANs with the objective of closing calls on a first-call basis
  • Research support issues when resolutions are not readily attainable by checking available resources, including but not limited to the incident/problem tracking system, internal websites, software manuals, and other team members/resources
  • Appropriately escalate problems as required, and monitor resolution progress until the problem is resolved to the caller’s satisfaction
  • Using the incident/problem tracking system, accurately document all incoming calls, keep tickets and customers updated on their issues / requests, and document all call resolutions
  • Keep the Service Desk team and management apprised of any new support issues in a clear and timely manner
  • Work to improve consistently all call-handling and resolution processes
Qualifications for customer service desk
  • Computer hardware replacement
  • Work with third-party vendors to resolve issues when applicable
  • Create knowledge base articles for the L1 support group
  • Assist with onsite troubleshooting at local offices
  • Travel to offices and distribution centers as needed
  • A minimum of four years’ practical experience in the Computer Support field
4

Customer Service Desk Job Description

Job Description Example
Our company is growing rapidly and is looking for a customer service desk. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for customer service desk
  • Track inquires by type of concern and method of communication
  • Create and modify standard responses based on program policies to ensure responses are uniform
  • Basic Helpdesk support/troubleshooting with panelists experiencing difficulties (we’ve introduced mobile applications and exciting new technologies into our panelist experience!)
  • Identify and follow-up on issues regarding feedback of panel members
  • Identify survey quality and technical issues and alert appropriate internal departments
  • Provide guidance regarding best solutions in correcting survey quality and incentive related issues
  • Track quality and technical survey issues
  • Process panelists wishing to unsubscribe in accordance with Harris’ terms and conditions
  • Relay panelist’s suggestion to management
  • Keep process documentation up to date
Qualifications for customer service desk
  • Windows Operating systems, primarily Windows 7
  • Microsoft Office Applications, O365 is a plus
  • Experience with troubleshooting network-related issues, such as client connectivity
  • KPI tracking and other quality analytics/reporting regularly
  • Miscellaneous duties supporting the Panel Operations Team
  • Basic business background and familiarity with Best Practices
5

Customer Service Desk Job Description

Job Description Example
Our innovative and growing company is looking for a customer service desk. 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 desk
  • Manage multiple systems while simultaneously speaking with customers over the phone
  • Sits at reception for IT Service Desk
  • Acts as first line of contact for all users with IT issues (laptops, phones, devices, CAC cards )
  • Performs intake, ticket creation, and low level t-shooting when possible
  • Provides outstanding customer service to all users in a 4000+ user environment
  • Works with a team of 2-3 people on the reception desk
  • Greet arriving drivers
  • Record status of arriving drivers in the computer system
  • Complete forms for fueling and post fuel prices
  • Keep daily fuel information up to date in system
Qualifications for customer service desk
  • Some technical aptitude (we support Mobile and stay on the cutting edge of technology)
  • TIME MANAGEMENT and EFFICIENCY are key
  • Proficiency in Microsoft Office/Google products
  • Bi-lingual or Multi-lingual is a HUGE plus!
  • Associates Degree - Desired- in any field related with Human Resources or Business Administration
  • MUST have at least 1 year of customer service experience within an office setting

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