A CSR (Customer Service Representative) Non-Voice Account typically refers to a position in which the representative handles customer inquiries and support through non-verbal communication channels, such as email, chat, or social media, rather than through phone calls. Below is a sample job description for a CSR non-voice account:
Job Title: Customer Service Representative – Non-Voice Account
Job Summary:
We are looking for a dedicated and detail-oriented Customer Service Representative (CSR) to join our non-voice support team. The ideal candidate will be responsible for addressing customer inquiries, resolving issues, and providing assistance via non-voice channels like email, live chat, and social media.
Key Responsibilities:
Respond to Customer Inquiries: Handle customer queries through email, chat, and other digital platforms in a professional, efficient, and timely manner.
Issue Resolution: Investigate and resolve customer complaints, concerns, and issues, ensuring customer satisfaction.
Provide Information: Offer clear and accurate product/service information, including troubleshooting guidance and step-by-step instructions.
Document Interactions: Log and update customer issues in the CRM system, ensuring that all communications are recorded for future reference.
Follow-Up: Proactively follow up with customers regarding open queries or unresolved issues to ensure they are resolved.
Collaborate: Work closely with team members and other departments to resolve complex issues and deliver exceptional customer support.
Maintain Knowledge Base: Stay updated with product/service knowledge, as well as company policies and procedures, to provide accurate assistance.
Maintain a Positive Experience: Ensure a positive customer experience by maintaining professionalism, empathy, and patience while interacting with customers.
Skills and Qualifications:
Excellent Written Communication Skills: Proficiency in writing clear, concise, and grammatically correct messages.
Customer-Oriented: Strong desire to help and assist customers while delivering exceptional service.
Problem-Solving Skills: Ability to identify customer issues and provide practical, effective solutions.
Tech-Savvy: Comfortable using various communication tools and software, including live chat systems, email platforms, and CRM tools.
Attention to Detail: Ability to accurately capture customer data and ensure correct information is conveyed to customers.
Time Management: Able to prioritize and manage time effectively to meet deadlines and handle multiple queries simultaneously.
Team Player: Ability to work effectively with others in a fast-paced environment.
Preferred Qualifications:
Prior experience in a customer service role, especially in a non-voice capacity.
Experience with CRM software or customer support platforms.
High school diploma or equivalent; some college education is a plus.
Work Environment:
Office-based or remote (depending on company policy).
Shift work may be required depending on company hours of operation.