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Customer service job description
Job Summary-Customer service job description
To provide a comprehensive administrative support service to the Business Development and Customer Relations Department who have
responsibility for co-ordinating and developing relations with customers and co-ordinating service and product
development to meet customer needs.
Main responsibilities- Customer service job description
To deal effectively with a wide range of customer enquiries, including those relating to IT, referring as necessary.
To arrange and co-ordinate visits to and from customers.
To set up and evaluate services for customers as required.
To prepare costings and relevant documentation as directed.
To create and maintain an up to date customer information database and a source/rights database and to undertake factual searches on computer and hard copy.
To collect and analyse customer information, as required, including organising surveys, and collating and presenting results.
To collect, collate and present information regarding Monitoring’s performance.
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To prepare and develop PR and training materials and give product demonstrations as required.
To assist in project development work, e.g. in administrative and trialing roles.
To undertake all administrative and clerical work required in the Editorial Department’s various products, and provide regular reports on service levels.
To undertake all other secretarial, clerical and administrative tasks as required.
To undertake the training of new staff as required, including the preparation of materials.
Knowledge, Skills and Abilities-Customer service job description
A customer-oriented approach
A good knowledge of company products and services.
A thorough and systematic approach to routine administration, paying attention to detail.
Good interpersonal skills and communication skills. A pleasant and effective telephone manner is essential.
Ability to exercise tact, discretion and courtesy in all dealings with customers and others.
Basic negotiation skills, ie the ability to discuss and arrange with suppliers and customers the services to be provided.
Keyboard skills for fast and accurate typing and experience of using advanced IT packages, eg Access, PowerPoint, Excel, together with knowledge of the internet.
Planning and organisational abilities, including the ability to manage appropriate area of responsibility, solve problems, and work on own initiative.
The ability to write clear, grammatically correct English.
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Customer service job description
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