Customer service is a key department that all customer-centric businesses rely on. It has a crucial role in attracting and retaining customers. A good customer service experience will increase the company’s revenue and create a positive reputation that will bring in more customers.
In this article, you will learn what a general description of a customer service job entails. You will find out what are the skills that will benefit you for this position. Bonus, real-life examples of good customer service skills put into action.
What is the job description of a customer service representative (CSR)?
A customer service representative’s main duty is to guarantee customer satisfaction by delivering prompt and effective solutions to any inquiries or issues that arise during their interactions with the company. Of course, this can vary depending on the business industry and overall approach. Here are some examples of typical duties and responsibilities of a customer service rep:
Responding to Customer Inquiries – The primary responsibility of a CSR is to handle customer inquiries and issues. A customer service rep does not only answer questions. They resolve complaints, provide information about products or services, and resolve issues that customers may have. The client interaction can be over the phone, email, chat, or in person.
Recording and Documenting Customer Interactions – CSRs are often responsible for documenting all customer interactions using customer relationship management (CRM) software. They will keep records of customer inquiries, complaints, and resolutions.
Providing Technical Support – In some industries, customer service representatives will provide technical support to customers. This may involve troubleshooting issues with products or services and guiding how to use them.
Upselling and Cross-Selling – There are instances where customer service reps may also be responsible for promoting and selling additional products or services. They do so by identifying customer needs and making appropriate recommendations.
Collaborating with Other Teams – CSRs often need to collaborate with other teams within the organization. The sales, marketing, and product development team together provide a seamless customer experience.
Continuous Learning – Customer service reps need to stay up-to-date on new products and services, as well as company policies and procedures. It’s this knowledge and skills that help provide excellent customer service.
Customer service skills
Now you know the customer service role within a company. It’s time we talk about the skills you need to master to be successful as a CSR.
Steal our list of extra tips on how to write a CV that stands out!
Communication
Being able to communicate effectively is an essential skill in customer service. Usually, the customer service rep is the primary point of contact between a company and its customers. For them to understand and respond to the client’s needs, they need to be good active listeners. And, in return, they must communicate their standpoint to the clients. Let them know all the options available in resolving their issues, and be detailed in the scope of their services.
Here are some key reasons why communication skills are important in customer service jobs:
To build stronger relationships with clients. By understanding their needs and problems, a customer service agent can provide personalized solutions that meet the customers’ unique requirements.
To manage expectations from the company in terms of products, services, pricing, or delivery timelines. This helps to avoid misunderstandings and dissatisfaction.
To handle complaints. Clients might be unsatisfied with the company’s product or services and don’t always communicate this in the best way. A CSR should be a great active listener to fully understand the issue and offer appropriate solutions.
To resolve conflicts when clients get upset. The customer service rep’s job is to manage these situations by de-escalating the conflict and working towards a resolution that meets the customer’s needs.
To build customer loyalty. When customers feel heard and understood, they are more likely to return to the company for future purchases or services. They may also recommend the company to their friends and family.
Check out our customer service vacancies in these awesome locations!
Problem-solving
9 in 10 customers who contact a company do it to address an issue they have with its product or services. Customer service reps are the first point of contact. Their task is to identify and solve these issues in a timely and calm manner. That’s where great problem-solving skills come in handy. Companies that invest in developing the problem-solving skills of their customer service representatives are likely to see better customer satisfaction rates, improved customer retention, and increased sales.
Use your cover letter as an opportunity to showcase your skills and will help you stand out as a candidate suited for the job.
Here are some situations where a CSR’s problem-solving skills will be put to the test:
Understand customers’ issues quickly and resolve them efficiently: getting to the root cause of the problem and determining the best course of action to resolve it.
Handle complex situations while remaining calm and focused: to deliver a great customer experience, customer service reps must be able to resolve challenging situations like managing customer complaints, handling escalated issues, or dealing with dissatisfied customers.
Improve customer satisfaction and give a positive experience. 89% of customers are more likely to make another purchase after a positive customer service experience.
Build customer loyalty and retention in a climate where 83% of clients say that they feel more loyal to brands that respond and resolve their issues.
Time management
In a customer service center tasks come in constantly and have different levels of complexity. A CSR should be able to prioritize and manage their time while meeting customer needs. Great time management skills will enable customer service agents to manage high call volumes, meet customer expectations, resolve issues quickly, reduce stress levels, and increase productivity.
Here are some examples of time management skills being put into good use:
Manage high call volumes: a CSR must be able to manage their workload, prioritize calls and respond to customer inquiries quickly and efficiently.
Meet customer expectations which can improve customer satisfaction and loyalty.
Resolve issues quickly in an environment where time is of the essence and delays will only result in increased frustration and dissatisfaction.
Reduce stress levels that could build up throughout the day.
Emotional intelligence
Emotional intelligence skills enable customer service representatives to understand and manage their emotions, as well as the feelings of their customers, leading to better communication, improved customer satisfaction, and increased customer loyalty.
A great CSR will know how to use their emotional intelligence in situations like these:
Build rapport with customers by showing empathy and understanding.
De-escalade difficult situations with composure and professionalism.
Understand the customers’ needs and provide more personalized and effective support.
Resolve conflicts by identifying the underlying emotions and needs of the customers.
Adaptability
All the skills above are important in the customer service job, and being able to adapt to all the different situations that might occur during the day is the thread that ties all of them together.
Here are all the situations in which an adaptable and flexible customer service agent will rise above the others:
When new products or services are deployed customer service reps should quickly adapt to them and provide accurate information to customers.
When responding to customer needs is a team effort. Some situations may not be solved by one agent, so a positive team dynamic can resolve such issues with greater ease when team members collaborate.
When unexpected situations arise. While most requests might be mundane and be covered by set practices, sometimes clients contact customer support for unique issues. A customer service rep will have to understand the issue and quickly find a solution to that problem.
Learn how to be prepared for an interview with useful tips and strategies that work
How to include these customer service skills in your CV
There are two ways to go about including these useful customer service skills in your CV.
If you’ve had previous work experience, include key skills in the descriptions of your past jobs, and where they apply.
For applicants with no work experience or those who have just graduated, make sure to include a Skills section right under your Education. The keynote to take here is only to include those relevant skills that apply to the job description. So you should tailor your skills for each job, depending on the employer’s expectations.
Read more tips on writing a great CV that stands out!
In conclusion
When you’re in the market to find a great customer service job, your skills will weigh just as much as your previous experience. We have plenty of customer service job openings in many wonderful cities around the world. Put your skills to good use and find a great job abroad today!
