What does a Customer Service do?
Updated 3 min read
A customer service representative is responsible for providing quality customer service to customers by phone, email, or live chat. They are responsible for resolving customer issues, answering customer questions, and providing general information about products and services.
Customer Service job duties include:
- Answering customer questions either in person, online, or over the phone
- Investigating and resolving customer complaints
- Processing customer orders and payments
- Upselling or cross-selling products and services
- Tracking and reporting on customer satisfaction metrics
- Handling customer returns or exchanges
- Providing Tier 1 technical support
- Training new customer service reps
- Monitoring customer service metrics (e.g. first call resolution rates)
- Managing a team of customer service reps
Customer Service Job Requirements
There are a few job requirements for a Customer Service position. A high school diploma or equivalent is typically required, as well as some customer service experience. Additionally, some employers may require certification in customer service or a related field. The ability to effectively communicate with customers, provide excellent customer service, and resolve customer complaints is essential in this role.
Customer Service Skills
- Patience
- Communication
- Active Listening
- Problem Solving
- Empathy
- Conflict Resolution
- Time Management
- Organizational Skills
- Multi-tasking
- Stress Management
- Customer Focus
Related: Top Customer Service Skills: Definition and Examples
How to become a Customer Service
A customer service representative is the face of a company. They are the ones who deal with customers on a daily basis and provide them with the information and assistance they need.
Becoming a customer service representative requires excellent communication and people skills. You must be able to deal with difficult customers and handle multiple tasks at once. Organization and time management skills are also essential in this role.
If you have these skills and qualities, then you may be suited to a career in customer service. Here are some tips on how to become a customer service representative:
1. Get a degree or certification in customer service. This will give you the necessary skills and knowledge for the job.
2. Gain experience in customer service. This can be done through internships, part-time jobs, or volunteering.
3. Build up your communication and people skills. These are essential for dealing with customers on a daily basis.
4. Be organized and efficient in your work. This will help you to handle multiple tasks at once and meet deadlines.
5. Stay calm under pressure. This is important when dealing with difficult customers or situations.
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