Customer service assistant responsibilities

Written by rob mead
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Customer service assistant responsibilities
Customer service assistants take incoming phone calls from customers. (office-worker image by Patrizier-Design from

To keep a business or corporation's customer base happy, a business employs a large customer service department. Customer service assistants in this department handle phone calls from irate or dissatisfied customers and respond in a prompt manner to customers who need specific information regarding a business product or service.

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Accepting Order Inquries

During a typical work day, a customer service assistant answers all order inquiries from customers over the phone as well as over the Internet. While performing this function, you enter a customer's updated physical address into the company's mainframe computer database and inform the customer about any changes being made to the product or service he is ordering.

Resolving Customer Complaints

As the need arises, a customer service assistant resolves complaints that customers have regarding the company's service or product. You usually take these complaints over the phone and attempt to resolve the issue using various troubleshooting software programs. You contact an immediate supervisor about the complaint to acquire more information to resolve the issue.

Creating Routine Reports

The customer service assistant tracks information regarding the amount of phone calls and e-mails that you answer during the day. Specific data such as the amount of products sold, the amount of complaints resolved and other pertinent information regarding customer service issues are compiled and entered into a routine report. This report goes to upper management personnel and the accounting department so that extensive financial and analytical reports can be created.

Follow-up Phone Calls

Depending on the requirements of your customer service department, you may call or e-mail customers to find out if they are satisfied with their recent orders. This involves looking up a customer's home phone number and viewing the exact transaction to find out the service or product the customer purchased. You enter the customer's comments into the computer's main database filing system.

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