As a Customer Service Representative, you will need to master following:

• customer service
• determine charges for customer services
• guarantee customer satisfaction
• implement customer follow-up
• process order forms with customer's information
• process refunds

More generally, a customer service representative is also versed in:

• apply conflict management
• apply knowledge of human behaviour
• communicate with customers
• control of expenses
• create solutions to problems
• ensure client orientation
• have computer literacy
• keep records of customer interaction
• listen actively
• manage schedule of tasks
• perform escalation procedure
• perform multiple tasks at the same time
• process customer orders
• process data
• provide customer follow-up services
• provide information

It also helps to know the following:

• carry out active selling
• contact customers
• e-commerce systems
• sales activities
• consumer protection
• data mining methods
• facilitate official agreement
• measure customer feedback
• perform data analysis
• show diplomacy
• speak different languages
• upsell products
• use customer relationship management software
• use e-services