Customer service representatives interact with customers to provide information about products and services and satisfy customer needs. They deal with customers via phone, in person, email, and social media. Representatives sell products and services by processing orders, preparing correspondence, and delivering products. Good customer service requires being polite, positive, and friendly while keeping promises, actively listening, responding positively, and resolving complaints in a timely manner.

2. QAMAR BATOOL
Institute of Tourism and Hotel
Management

3. GENERAL AND COMMON
JOB DESCRIPTION
OF
CUSTOMER SERVICE

4. Customer Service
General & Common Purpose:
Interact with customers to provide information
regarding their queries and requests about
product and services
and to satisfy them by
fulfilling their needs.

5. Job Description
Deal with Customers:
 On phone
 Face to Face
 E-Mail
 Social Media

6. Job Description
Sell Product & Services:
 Prepare correspondence (Address, Phone numbers)
 Customer verification (on call)
 Process orders
 Delivering products(Mail/Electronic)

7. Job Description
Behavior:
 Positive
 Polite
 Friendliness

8. Job Description
Commitment:
 Keep your promises regarding:
• Quality of Product
• Delivery time

9. Job Description
Communication:
 Active listening
 Positive response

10. Job Description
Record Management:
 Maintain proper record of customers

11. Job Description
Customer Complaints:
 Resolve customer complaints via phone, e-mail, mail or
social media

12. Job Description
Response:
 Timely response to customer to satisfy him/her

13. Questions