Customer Service Senior Job Description

Customer Service Senior Job Description

174 votes for Customer Service Senior
Customer service senior provides support for Microsoft Office products, Windows and Mac operating systems, network connectivity and enterprise applications.

Customer Service Senior Duties & Responsibilities

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

Sample responsibilities for this position include:

Undertake a detailed review of protracted and difficult complaints with the aim of identifying areas for improvement acting to address, as agreed with line management
Ability to empathise, to quell customer anger and discern fact from supposition
Confidence to make decisions (often under pressure), exercise judgment and use initiative to deal with complex customer situations and aggrieved, angry and frustrated customers
Track progress on outstanding incidents to ensure customers get accurate and timely updates and resolution
Providing dependable service while being available and open to the customer
Ensuring excellent communication between internal and external customers
Handling of the return goods process, issuance of RGA's and processing of eligible credits
Route service issues from the Customer Care Center to field agents-coordinate with service personnel and customers to schedule service quickly and efficiently
Audit customer service events to determine status of contractual coverage
Answer incoming phone calls from the dispatch hotline

Customer Service Senior Qualifications

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

Licensing or Certifications for Customer Service Senior

List any licenses or certifications required by the position: ITIL, OEM, PMP, SAP, ITSM, APICS, QA, MDM, DMS, LSS

Education for Customer Service Senior

Typically a job would require a certain level of education.

Employers hiring for the customer service senior job most commonly would prefer for their future employee to have a relevant degree such as High School and Bachelor's Degree in Education, Healthcare, Business, General Education, Technical, Associates, Business/Administration, Science, Graduate, Management

Skills for Customer Service Senior

Desired skills for customer service senior include:

Our products and services
Microsoft Office software
Range of personal products and services we offer in the branch network
MS Office
Call center systems

Desired experience for customer service senior includes:

Good understanding on sales process and procedures of logistic arrangements
Experience in general sales administration duties providing support to a team
Hand-on computer skills in MS applications in particular Excel and PowerPoint
Must have high level of energy and a positive attitude
Previous experience would be considered an asset
1 year term position to cover a maternity leave ending August 2016

Customer Service Senior Examples


Customer Service Senior Job Description

Job Description Example
Our company is growing rapidly and is looking for a customer service senior. 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 senior
  • You are required to respond to providing assistance to external/internal customers in areas such as order fulfillment processes, quote generation, customer service requests, product changes or returns, accounts receivable collections, contract issues/administration
  • Launch wellness communications, initiatives, programs
  • Inputs data (ACORD applications, schedules, ) into appropriate software for vendors/carriers/clients within required timeframe
  • To ensure desired customer delight by providing satisfactory response to
  • Set-up, test, calibrate, and troubleshoot customer’s RMAs
  • Writing service report to explain to customers what have been done
  • Operate equipment and instruments safely and according to proper procedures
  • Meets all production, quality, and adherence standards
  • Coach the customer service representatives
  • Oversee the operations when the manager is not available
Qualifications for customer service senior
  • Microsoft Office/Suite proficient (Word, Outlook)
  • Bachelor's Degree or equivalent contact center experience
  • In lieu of customer service experience, in-depth knowledge of the title industry, products and their applications is acceptable
  • Superior written/verbal communication skills with internal/external audiences and multiple organizational levels
  • Empathize with the customers to build a strong relationship to ensure loyalty of the customer
  • Strong initiative and drive for continuous improvement is critical

Customer Service Senior Job Description

Job Description Example
Our company is looking to fill the role of customer service senior. 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 senior
  • Review SOR and Backorder reports on a daily basis
  • Reduce CMR totals and DBR (ADC charges)
  • Ability to establish rapport quickly with others
  • Positive attitude with a proven record in Customer Service
  • Presents solutions and shows the added value of cross-sell opportunities
  • Act as back up for other positions when necessary
  • Provide and ensure a high level of customer service by developing and maintaining a strong relationship with customers' front line personnel in the various operating divisions and subsidiaries
  • Anticipate, identify, and resolve problems which could delay the timely release or movement of freight
  • Resolve banking and letter of credit problems
  • Resolve billing issues and ensure that invoicing and vendor payments are billed accurately
Qualifications for customer service senior
  • Minimum 3 years’ of experience in Contracts Administration in a manufacturing environment
  • Highly motivated and positive team player
  • Must possess superior verbal and written communication skills
  • Strong interpersonal skills necessary to handle high demand, high pressure situations with customers
  • Ability to multi-task including the ability to navigate multiple screens and systems during calls
  • 2-3 years Customer Service experience in a call center environment preferred

Customer Service Senior Job Description

Job Description Example
Our growing company is looking for a customer service senior. 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 senior
  • Proactively review client activity and satisfaction levels and collate any feedback
  • Assist with delivering, in conjunction with Operations and IT, the required Client profitability levels
  • Monitor the overall KPI, SLA and QA commitments across the clients
  • Oversee production and update of weekly client status reports and monitor progress
  • Manage and effectively co-ordinate activities and service levels with clients, customer service team and colleagues, managing expectations, timescales and any internal constraints
  • Oversee projects and provide project direction for new client implementations and work alongside all internal departments to ensure delivery is accurate and timely
  • Work with the Account Managers, MD and other departments to ensure all queries are investigated
  • Prepare and review the month end invoices in line with the Client charging schedules and ensure that any additional charges with the invoice are included, passing to the MD for final check and sign off
  • Special projects as assigned (data analysis, running reports, communicates with customers on parking concerns)
  • Works under general supervision and guidance
Qualifications for customer service senior
  • Degree holder in Business Administration
  • Ability to meet scheduled deadlines & have good communication skills
  • High integrity, ability to analyze customer needs, present solutions and add value
  • Ability to work with complex systems or processes
  • Ability to take charge in unsupervised situations
  • Experience in customer service related field is preferred

Customer Service Senior Job Description

Job Description Example
Our company is looking for a customer service senior. 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 senior
  • Process escalated cases such as complaints or special requests from team members or vendors
  • Support the click-to-chat function by answering queries from our customers on group and individual policy queries
  • Face-to-face contact with customers to handle feedback, service requests and complaints
  • Provide administrative support including reports and correspondence
  • As a back-up to receptionist
  • Processes customer and vendor returns
  • Processes stock receipts and resolves variations (overages, shortages, and damages)
  • Researches and resolves "disputed" and "shipped not received" reports at month end
  • Handle front desk receptionist area greeting and servicing all guests and visitors, answering incoming phone calls and resolving associated requests
  • Receive and distribute inbound mail, faxes and department deliveries, and order FM office supplies and maintain office supplies inventory
Qualifications for customer service senior
  • Must be able to identify both surface mount and through-hole components
  • Good communication skills (speak, read, and write)
  • High School degree or equivalent experience required
  • Assists with the development of process improvements to promote continuous business excellence programs
  • Graduation from an accredited college or university with a associates degree in business, marketing, transportation, or related field and/or an equivalent combination of education and experience
  • Attention to detail sound judgment and the ability to problem-solve effectively within appropriate guidelines and parameters

Customer Service Senior Job Description

Job Description Example
Our company is growing rapidly and is looking to fill the role of customer service senior. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for customer service senior
  • Be responsible for project management and contract execution for all aspects relevant to both external (customer expectations, deliverables, T&Cs, ) and internal (business objectives, reporting and forecasting)
  • Process, cleanse, and verify the integrity of data from multiple systems and databases
  • Create, update, refine, and maintain regression analyses, statistical reporting, predictive analytical models and forecasts for multiple customer service contact centers
  • In liaison with information systems, evaluate, justify, and coordinate the implementation of appropriate new information technologies to reduce costs and to enhance service levels
  • Function in a support capacity to the division manager and provide technical advice concerning customer services' operations
  • Perform analysis of the existing policies and procedures as codified in the customer information system
  • Develop end-user computer systems for data retrieval and process automation
  • Respond to voicemail/email requests from Financial Advisors 
  • Partner with Sales to manage territory relationships 
  • Manage relationships with key partners across Service to drive results 
Qualifications for customer service senior
  • Commitment to customer satisfaction to build and develop relationships
  • Team player to move team toward completion of goals
  • Reasonable clerical experience, including MS Word and Excel
  • Must be able to work during global business hours 7am to 7pm
  • Teller/Banking experience
  • Strong knowledge of US Customs regulations & other federal regulations and requirements with respect to specific area of expertise (CHB, air transportation, ocean transportation, surf transportation)

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