FAQs
What is the primary purpose of the Customer Service Representative role?
The primary purpose of the Customer Service Representative role is to provide effective technical support to clients by resolving issues directly or through timely escalation, while meeting process service level agreements (SLAs).
What are the main responsibilities of a Customer Service Representative?
The main responsibilities include managing help requests from clients, documenting user information and issues, tracking queries, resolving client queries as per SLAs, maintaining knowledge bases, troubleshooting, and providing excellent customer service.
How is performance measured in this role?
Performance is measured by factors such as the number of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, customer feedback, and self-management metrics like productivity and efficiency.
What types of training are offered to Customer Service Representatives?
Training includes product-specific updates, capability development, and other recommendations from team leaders to ensure representatives are knowledgeable about product features and changes.
Who are the primary stakeholders that Customer Service Representatives interact with?
The primary stakeholders include team leaders, HR, the training team, technical leads, and clients for query resolution.
What is expected regarding documentation and logging in this role?
Representatives are expected to document all pertinent end-user information, track queries, maintain logs of customer interactions, and analyze call logs to spot trends and prevent future problems.
How do we ensure compliance with service agreements in this role?
Compliance with service agreements is ensured by following established processes and procedures, providing all required product information and disclosures to clients, and resolving issues in a timely manner.
What competencies are required for this position?
Required competencies include process knowledge, collaborative working, problem-solving and decision-making skills, attention to detail, execution excellence, client centricity, and effective communication.
Is ongoing learning and development encouraged in this role?
Yes, ongoing learning and development are encouraged through self-learning opportunities, participation in product trainings, and collaboration with team leaders for training themes.
How important is client interaction in the Customer Service Representative role?
Client interaction is critical as it involves providing support, guiding users through solutions, troubleshooting issues, and following up to ensure customer satisfaction and compliance with SLAs.