Not Easy Being a Customer Service Executive
Customers are the driving force of any business At Customer service exclusive service is provided to customers based on their requirements before, during, and after a purchase. The strength of customers depends on the kind of service they receive from any firm or enterprise. The bonding between them and the company is regulated by individuals involved in this profession. Customer service executives have several roles and responsibilities to perform.
Customer Retention[/b][/b]
It is one of the most important roles played by them. Executives perform this task by assuring quality products, giving timely information, resolving product issues, helping customers find what they need, offering good after-sales service, and delivering a promise of commitment.
Product Improvement[/b][/b]
Complaints regarding a specified product or service are often made to the customer service representative. Once the complaint is registered, he or she can give a thought on the registered complaint and then pass on to the desired department with suggestions for improvements. This way the representative forms a complete cycle of product development.
Lead Generation[/b][/b]
The executives play a crucial role in generating leads and then transforming those leads to sales. Persuading customers about the worth and benefits of a specified product or service is their job. How well a customer can be convinced completely depends on the skills, ability, and convincing power of an executive.
Strategic Plans[/b][/b]
Customer service representatives also play a significant role in defining the strategies and dimensions of an organization. A defined strategy is planned for execution to ensure a clear and brighter vision to customers, stakeholders, and business associates. That strategy includes use of advanced technology, development of employees' skills, and quality control.
Team Building[/b][/b]
Team building is another important role played by customer service executives. These executives form a link between customers and other departments in a business. They pass on the details, comments, and suggestions of customers to the respective departments. This correlation requires maintaining work relationships within the company and also promoting team work.
Responsibilities: [/b][/b]
Answering the participant’s questions, as well as question participants to obtain full understanding of what information is being requested.
Document all calls with regards to participant inquires accurately using Call Tracking System.
Monitor Call Tracking for responses from administrative team so call returns are done in a timely fashion.
Follow-up with participants within a 24-hour period in regards to the initial phone call. Even if it is to just touch base and let participant know inquiry is still be researched.
Knowledge of products
Provide quality customer service on every call.
Communicate clearly and effectively with participants.
Promote good listening skills.
Manage length of calls.
Recognizing and managing assertive customer calls.
Promote teamwork and call center success.
Review monthly publication of Effective Telephone Techniques.
Listen to and critique recorded conversations for purposes of improving customer skills.
Organize and prioritizes duties.
Core Competencies: [/b][/b]
10-Key Adding Machine
Moderate computer skills, PC & Internet
Knowledge of Microsoft Windows
Knowledge of Microsoft Word
Excellent Customer Service Skills
Professional Phone Manner
Excellent written communication and documentations skills
Maintain basic knowledge of Employee Benefits
Commitment to Call Center Success
Expectations:[/b][/b]
Attend all in-house training.
Attend out side training classes when appropriate to improve customer service skills.
Complete CBT program within 6 months of hire date.
Promote reliability and dependability.
Complete Call Tracking tickets on each call
STANDARDS OF PERFORMANCE[/b][/b]
Pass competency tests during initial training period.
Maintain regular and punctual attendance.
Accomplish specific objectives in conjunction with the? strategic plan of the Company as defined in the yearly performance plan.
Accept assignments with open, cooperative, positive and team-oriented attitudes.
Demonstrate a thorough knowledge of all aspects of department operation.
Demonstrate effective oral and written communications with customers, department personnel and other company staff.
Accurately regulatory processes as required
Follow department standard operating? procedures (SOPs)
ESSENTIAL FUNCTIONS[/b][/b]
Respond to telephone calls from? customers per the established criteria. May provide support to customers after hours and on weekends. Resolve problems efficiently and professionally by applying knowledge of software, applications and hardware.
May train? customer to maximize the use of their system. Training may take place within Company facility or at a customer site.
May coordinate and provide training at regional training classes for customers.
Promote and ensure that the customer service delivered is of the highest quality and that the standard bar continues to be elevated per the business plan for the year.
Participate in plans for team activities - may be assigned to represent the product in the Product Management Team (PMT) process.
Participate in the yearly performance plan with the manager based? upon the Company goals and the key accountabilities for the department.
Participate in the yearly performance appraisal with the manager.
Work per Good Manufacturing Practice (GMP) and other quality standards by ensuring current standard operating procedures are in place and adhered to.
Work in conjunction with Sales and Marketing to deliver the product to the customer per the contract and to maintain customer satisfaction so that all customers can serve as references.
Adhere to Company policies as defined.
May be involved in defining training curriculums, writing documentation, participating in system testing, and working with Quality Assurance for product releases
AUTHORITIES
Actively participate in team meetings.
Assist in defining measurements of excellence in a performance plan and assessing these during the appraisal
Represent Company in a professional manner
Control expenses per established guidelines.
Confer with co-workers to research customer problems and find solutions.
Represent Company position in correspondence to customer
Confer with manager to clarify priorities, escalation processes, and assignments.
ACCOUNTABILITIES[/b]
Customer Service Staff, Customer Service Manager, Vice President Blood Bank Division, Chief Executive Officer.
PREPARATION, TRAINING, EXPERIENCE
Previous work experience required in one of these areas
Blood bank (transfusion service? or donor center), or
Chemistry (testing or statistics and quality control), or
Pathology (transcriptions or reporting), or
Excellent troubleshooting, listening and problem-solving skills
A customer support person:
Wants to delight customers, above and beyond the call of duty
has intimate knowledge of the customers needs
has empathy for the customers situation
is able to communicate clearly, both written and in speach
talks in a way the customer can understand
has a "thick skin" and is able to handle complaints, even when handling unpleasant customers
works accurate and with eye for detail
handles in the best interest of both customer and company
is able to use automated information systems to analyse the customers situation
is able to suggest improvements to the various communications by the company (eg. website, FAQ, etc)
has a pleasant, friendly style
is willing to build a long-term relationship with the customer
Customers are the driving force of any business At Customer service exclusive service is provided to customers based on their requirements before, during, and after a purchase. The strength of customers depends on the kind of service they receive from any firm or enterprise. The bonding between them and the company is regulated by individuals involved in this profession. Customer service executives have several roles and responsibilities to perform.
Customer Retention[/b][/b]
It is one of the most important roles played by them. Executives perform this task by assuring quality products, giving timely information, resolving product issues, helping customers find what they need, offering good after-sales service, and delivering a promise of commitment.
Product Improvement[/b][/b]
Complaints regarding a specified product or service are often made to the customer service representative. Once the complaint is registered, he or she can give a thought on the registered complaint and then pass on to the desired department with suggestions for improvements. This way the representative forms a complete cycle of product development.
Lead Generation[/b][/b]
The executives play a crucial role in generating leads and then transforming those leads to sales. Persuading customers about the worth and benefits of a specified product or service is their job. How well a customer can be convinced completely depends on the skills, ability, and convincing power of an executive.
Strategic Plans[/b][/b]
Customer service representatives also play a significant role in defining the strategies and dimensions of an organization. A defined strategy is planned for execution to ensure a clear and brighter vision to customers, stakeholders, and business associates. That strategy includes use of advanced technology, development of employees' skills, and quality control.
Team Building[/b][/b]
Team building is another important role played by customer service executives. These executives form a link between customers and other departments in a business. They pass on the details, comments, and suggestions of customers to the respective departments. This correlation requires maintaining work relationships within the company and also promoting team work.
Responsibilities: [/b][/b]
Answering the participant’s questions, as well as question participants to obtain full understanding of what information is being requested.
Document all calls with regards to participant inquires accurately using Call Tracking System.
Monitor Call Tracking for responses from administrative team so call returns are done in a timely fashion.
Follow-up with participants within a 24-hour period in regards to the initial phone call. Even if it is to just touch base and let participant know inquiry is still be researched.
Knowledge of products
Provide quality customer service on every call.
Communicate clearly and effectively with participants.
Promote good listening skills.
Manage length of calls.
Recognizing and managing assertive customer calls.
Promote teamwork and call center success.
Review monthly publication of Effective Telephone Techniques.
Listen to and critique recorded conversations for purposes of improving customer skills.
Organize and prioritizes duties.
Core Competencies: [/b][/b]
10-Key Adding Machine
Moderate computer skills, PC & Internet
Knowledge of Microsoft Windows
Knowledge of Microsoft Word
Excellent Customer Service Skills
Professional Phone Manner
Excellent written communication and documentations skills
Maintain basic knowledge of Employee Benefits
Commitment to Call Center Success
Expectations:[/b][/b]
Attend all in-house training.
Attend out side training classes when appropriate to improve customer service skills.
Complete CBT program within 6 months of hire date.
Promote reliability and dependability.
Complete Call Tracking tickets on each call
STANDARDS OF PERFORMANCE[/b][/b]
Pass competency tests during initial training period.
Maintain regular and punctual attendance.
Accomplish specific objectives in conjunction with the? strategic plan of the Company as defined in the yearly performance plan.
Accept assignments with open, cooperative, positive and team-oriented attitudes.
Demonstrate a thorough knowledge of all aspects of department operation.
Demonstrate effective oral and written communications with customers, department personnel and other company staff.
Accurately regulatory processes as required
Follow department standard operating? procedures (SOPs)
ESSENTIAL FUNCTIONS[/b][/b]
Respond to telephone calls from? customers per the established criteria. May provide support to customers after hours and on weekends. Resolve problems efficiently and professionally by applying knowledge of software, applications and hardware.
May train? customer to maximize the use of their system. Training may take place within Company facility or at a customer site.
May coordinate and provide training at regional training classes for customers.
Promote and ensure that the customer service delivered is of the highest quality and that the standard bar continues to be elevated per the business plan for the year.
Participate in plans for team activities - may be assigned to represent the product in the Product Management Team (PMT) process.
Participate in the yearly performance plan with the manager based? upon the Company goals and the key accountabilities for the department.
Participate in the yearly performance appraisal with the manager.
Work per Good Manufacturing Practice (GMP) and other quality standards by ensuring current standard operating procedures are in place and adhered to.
Work in conjunction with Sales and Marketing to deliver the product to the customer per the contract and to maintain customer satisfaction so that all customers can serve as references.
Adhere to Company policies as defined.
May be involved in defining training curriculums, writing documentation, participating in system testing, and working with Quality Assurance for product releases
AUTHORITIES
Actively participate in team meetings.
Assist in defining measurements of excellence in a performance plan and assessing these during the appraisal
Represent Company in a professional manner
Control expenses per established guidelines.
Confer with co-workers to research customer problems and find solutions.
Represent Company position in correspondence to customer
Confer with manager to clarify priorities, escalation processes, and assignments.
ACCOUNTABILITIES[/b]
Customer Service Staff, Customer Service Manager, Vice President Blood Bank Division, Chief Executive Officer.
PREPARATION, TRAINING, EXPERIENCE
Previous work experience required in one of these areas
Blood bank (transfusion service? or donor center), or
Chemistry (testing or statistics and quality control), or
Pathology (transcriptions or reporting), or
Excellent troubleshooting, listening and problem-solving skills
A customer support person:
Wants to delight customers, above and beyond the call of duty
has intimate knowledge of the customers needs
has empathy for the customers situation
is able to communicate clearly, both written and in speach
talks in a way the customer can understand
has a "thick skin" and is able to handle complaints, even when handling unpleasant customers
works accurate and with eye for detail
handles in the best interest of both customer and company
is able to use automated information systems to analyse the customers situation
is able to suggest improvements to the various communications by the company (eg. website, FAQ, etc)
has a pleasant, friendly style
is willing to build a long-term relationship with the customer