Customer service consultant

General Purpose

Interact with customers to provide and process information in response to inquiries, concerns and requests about products and services.

Main Job Tasks and Responsibilities

deal directly with customers either by telephone, electronically or face to face
respond promptly to customer inquiries
handle and resolve customer complaints
obtain and evaluate all relevant information to handle product and service inquiries
provide pricing and delivery information
perform customer verifications
set up new customer accounts
process orders, forms, applications and requests
organize workflow to meet customer timeframes
direct requests and unresolved issues to the designated resource
manage customers' accounts
keep records of customer interactions and transactions
record details of inquiries, comments and complaints
record details of actions taken
prepare and distribute customer activity reports
maintain customer databases
manage administration
communicate and coordinate with internal departments
follow up on customer interactions
provide feedback on the efficiency of the customer service process

Education and Experience

High school diploma, general education degree or equivalent
excellent knowledge of Russian/Romanian/English languages
knowledge of customer service principles and practices
knowledge of relevant computer applications
knowledge of administrative procedures

Key Competencies

interpersonal skills
communication skills - verbal and written
listening skills
problem analysis and problem-solving
attention to detail and accuracy
data collection and ordering
customer service orientation
adaptability
initiative
stress tolerance