WHAT IS A CUSTOMER SERVICE ASSISTANT ?
The Customer Service Assistant is tasked with managing a high volume of incoming calls, processing orders, and promptly responding to customer inquiries. They are committed to maintaining a professional and empathetic attitude, ensuring customer satisfaction by providing accurate and comprehensive support. Additionally, they handle customer complaints efficiently, aiming to build trusting relationships through effective communication across multiple channels.
Need-to-Know Overview of a Customer Service Assistant
1. Customer Service Assistant Duties and Roles
- Maintaining a positive, empathetic and professional attitude toward customers at all times.
- Manage a high volume of incoming calls
- Provide accurate, valid and complete information by using the right methods/tools
- Responding promptly to customer inquiries
- Provide appropriate solutions and alternative within the time limits and follow up to ensure resolution
- Communicating with customers through various channel, via email, mail or phone
- Acknowledging and resolving customers complaints
- Processing orders, forms, applications and requests
- Ensure customer satisfaction and provide professional customer support
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Follow up with previous customer unresolved request
2. Customer Service Assistant Minimum Requirements
- Ability to analyze unlike information and draw conclusions/recommendations
- High degree of self-motivation to recognize, address and improve business practices.
- Sense of urgency, self-initiative, commitment, and sense of ownership.
- Highly organized and flexible with the ability to prioritize customers’ demands and requirements while meeting Company objectives.
- Willing to participate in team projects and collective goals
- Proficient skills set in root cause analysis and forward thinking
- Presentation and speech skills preferred.
- Excellent communication and presentation skills
- Ability to multitask, prioritize and manage time effectively
- Problem Solving/ conflict resolution
- Strong phone contact handling skills and active listening
- Customer orientation and ability to adapt/respond to different type of inquiries