- Responding to customer inquiries
- Exploring and resolving customer issues and complaints, negotiating direct problem solutions, escalating more complex issues to the complaints officer, and coordinating with the sales department, technical department, or other departments
- Providing information about the company's offerings
- Providing proactive assistance to customers
- Building and developing the knowledge base
- Processing transactions and requests
- Requesting customer feedback
- Analyzing customer opinions
- Handling administrative tasks
- Tracking customer service metrics