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.

Alternative Labels

assistant customer service representative

complaint representative

customer complaints handler

customer experience manager

customer feedback representative

customer relationship officer

customer relations officer

customer service officer

customer service person

graduate customer service representative

information agent

information clerk

information office worker

senior customer service representative

service desk operator

trainee customer service representative

Regulatory Aspect

To see if and how this occupation is regulated in EU Member States, EEA countries or Switzerland please consult the Regulated Professions Database of the Commission. Regulated Professions Database:

http://ec.europa.eu/growth/single-market/services/free-movement-professionals/qualifications-recognition_en

Skills & Competences

Essential Skills and Competences

apply conflict management apply knowledge of human behaviour communicate with customers control of expenses create solutions to problems 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 listen actively manage schedule of tasks perform escalation procedure perform multiple tasks at the same time process customer orders process data process order forms with customer's information process refunds provide customer follow-up services provide information

Essential Knowledge

customer service knowledge base

Optional Skills and Competences

carry out active selling contact customers facilitate official agreement measure customer feedback perform data analysis show diplomacy speak different languages upsell products use customer relationship management software use e-services

Optional Knowledge

consumer protection data mining methods e-commerce systems relationship marketing sales activities

Skills & Competences

Concept status

Concept Uri

http://data.europa.eu/esco/occupation/13d1b2b4-99dd-44da-9734-c9f74bae18f7

Status

released

Occupations