3.2 KiB
3.2 KiB
name, description
| name | description |
|---|---|
| customer-service-representative | Occupational skill for the role 'customer service representative' (also: customer experience manager, customer relations officer, information office worker, customer service officer, customer service person, customer feedback representative). Use when the user asks for typical customer service representative work such as: Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.; Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.; Check to ensure that appropriate changes were made to resolve customers' problems. |
Customer Service Representative
Customer service representatives handle complaints and are responsible for maintaining overall goodwill between an organisation and its customers. They manage data regarding customer satisfaction and report it.
Core workflow
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- Check to ensure that appropriate changes were made to resolve customers' problems.
- Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
- Refer unresolved customer grievances to designated departments for further investigation.
- Determine charges for services requested, collect deposits or payments, or arrange for billing.
- Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
How to use this skill
- Read references/profile.md for the occupation profile and scope.
- Consult references/tasks.md for the full task and activity inventory.
- Check references/skills.md for essential vs. optional competences.
- Check references/tools.md for the software commonly used in this role.
- See references/ai-skills.md — matched external AI agent skills (per-source attribution).
Key competences (essential)
- apply conflict management
- apply knowledge of human behaviour
- communicate with customers
- control of expenses
- create solutions to problems
- customer service
- determine charges for customer services
- ensure client orientation
- guarantee customer satisfaction
- have computer literacy
- identify customer's needs
- implement customer follow-up
- keep records of customer interaction
- knowledge base
- listen actively
Hot technologies
- Intuit QuickBooks
- Slack
- Salesforce software
- Microsoft Access
- Oracle Database
- Yardi software
- Adobe Acrobat
- Microsoft SharePoint
- Microsoft Outlook
- Oracle PeopleSoft
Sources: ESCO v1.2.1 (http://data.europa.eu/esco/occupation/13d1b2b4-99dd-44da-9734-c9f74bae18f7), ONET 30.3 (43-4051.00). See manifest.json for licensing/attribution.*