Posted in Operations and Supply Chain Terms, Total Reads: 253
Definition: Customer Service Representative
A customer service representative, commonly known as CSR, forms a link between the customers and the organization via timely and appropriate interactions. They provide viable information about products and services, take orders, take actions to solve customer complaints, and process returns. Several customer service representatives work in the customer contact centers.
Others CSR’s work in insurance agencies, banks, stores, or other places that have contact with customers.
Customer service representatives mainly answer questions and resolve problems. If the customer has an account with the company, an agent or representative will usually open the customer’s file in the company’s computer system. Representatives utilize this information to solve problems and may also make changes to customer accounts like renewing an address on file or cancelling an order.
Functions of Customer Service Representative:
• Taking a note and responding to customers’ needs and concerns
• Offering some viable information about products and services
• Passing on the customers to supervisors, managers, or others who can help
• Documenting the details of customer contacts and actions taken
• Taking orders, determining charges, and supervising billing or payments
• Evaluating or making alterations in customer accounts
• Managing returns or complaints
• Researching about the answers or solutions as needed
They also have access to responses and replies for the most commonly asked questions and to specific strategy for dealing with requests or handling the complaints. In the episode that the representative does not know the answer to a specific question or is unable to solve an explicit problem, a supervisor or other skilled workers may help.
Many customer service representatives counter the incoming calls in telephone call centers, which are progressively called customer contact centers. Others cooperate with customers face to face or via email, live chat, etc. Some personnel focus on a particular method of interaction, such as speech, email, or chat, but others converse with customers through more than one contact channel.
Example: Voice agents, who mainly deal with customers over the phone, may take action to email questions when there is downtime between calls or formulate a solution to the problem faced.