Customer Service
Customer Service
Our customer service representatives can assist with your customer enquiries, provide information on products or services of your company and handle online customer chats. The customer service representative will act as a direct link between your company and your patrons.
Key tasks:
- Taking customer phone calls
- Recording data in all customer enquiries in a CRM and relevant databases
- Well knowledgeable in products and services to answer enquiries
- Can handle customer complaints and able resolve issues that arise
- Follow up enquiries within a reasonable timeframe
- Follow communication guidelines and policies
Daily Tasks of an Outsourced Customer Service Representative
1. Responding to Customer Inquiries
- Handling incoming queries via email, phone, live chat, or social media
- Using scripts, product knowledge, and CRM tools to provide accurate and consistent answers
- Offering step-by-step assistance for product usage, billing issues, or service concerns
- Ensuring all enquiries are acknowledged within company-defined SLAs (service-level agreements)
2. Managing Tickets & Case Follow-Ups
- Logging each interaction into a helpdesk system (e.g., Zendesk, Freshdesk, HubSpot)
- Creating and updating support tickets with relevant details and tags
- Following up on unresolved issues or escalated cases with internal departments
- Closing resolved tickets and confirming satisfaction with the customer
3. Order Processing & Account Support (if applicable)
- Assisting customers with placing, tracking, or modifying orders
- Helping customers update billing details, shipping addresses, or subscriptions
- Coordinating with logistics or fulfillment teams to confirm delivery statuses
- Handling basic refund, cancellation, or return requests in line with company policies
4. Escalation Handling
- Recognising when an issue requires escalation to a supervisor or technical specialist
- Documenting the context and customer expectations before handing over the case
- Maintaining professionalism and empathy when dealing with frustrated or upset customers
5. Knowledge Base & Resource Use
- Using internal knowledge bases or product manuals to provide accurate answers
- Flagging outdated or unclear documentation for updates
- Sometimes assisting in creating or editing FAQs and support articles
6. Customer Feedback Collection
- Asking for feedback or satisfaction ratings post-interaction
- Logging common complaints or feature requests for analysis
- Identifying patterns that might indicate recurring issues or process gaps
7. Internal Communication
- Attending daily team huddles or check-ins via tools like Zoom, Slack, or Teams
- Sharing shift reports or handover notes with teammates in other time zones
- Reporting technical glitches or CRM issues to supervisors or IT
8. Quality Assurance & Continuous Improvement
- Reviewing metrics like first-response time, resolution time, CSAT scores
- Participating in training or product update sessions regularly
- Seeking coaching to improve tone, empathy, and resolution accuracy
Soft Skills Required
- Empathy and active listening
- Clear written and verbal communication
- Conflict resolution and patience
- Adaptability and cultural awareness
- Proactive problem-solving
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