If you want to work in the customer service industry, there are several options available. Some are entry-level, while others require more education and training.
Customer service representatives interact with customers through a variety of methods, such as in-person visits or phone calls. Their job duties include providing information about products and services and resolving complaints.
Customer Service Representative
A customer service representative (also called a customer help representative) interacts with clients on behalf of a company to answer their questions, resolve problems and provide support. This is a customer-facing position and requires excellent communication skills and computer proficiency.
Many customer service representatives work in call centers or customer contact centres, but some also work at home. They may help customers process online or phone orders, refund money, or process cash payments and credit cards.
Generally, customer service representatives need a high school diploma or GED certificate to qualify for this job. Most organizations offer training courses to prepare them for this role.
As a customer service representative, you may need to log support tickets and escalate issues that can’t be resolved by your team. You must be able to communicate well with customers who are upset or frustrated with the company.
Customer Service Specialist
Customer service specialists are the first point of contact for customers, and they answer questions and resolve complaints. They work with customers over the phone, email, and live chat.
They also process customer service transactions, such as purchases, upgrades, and returns. As a customer support specialist, you are responsible for creating strong relationships with customers to build loyalty and repeat business.
A successful customer support specialist needs excellent communication skills, problem-solving abilities, empathy, and patience. They can also be expected to work in a high-pressure environment and need to have strong leadership and organizational skills.
A high school diploma or equivalent is typically needed for this position, but some employers prefer a bachelor’s degree in business administration, communications, or another relevant field. A good understanding of computer programs, especially proprietary software, and strong technical skills are also helpful.
Customer Service Manager
A customer service manager oversees a team of front-line representatives to ensure that they provide excellent customer service. They are responsible for hiring new employees, monitoring their performance and creating strategies to improve the customer experience.
A great customer service manager needs to be able to communicate with customers clearly, using the appropriate language and actively listening to them. They must also be able to effectively guide and coach their team, as well as build their confidence in the job they’re doing.
They also need to be able to relay feedback from customers to management, as they are often the first person to see if a customer’s issue has been resolved properly.
Customer satisfaction is a key part of this role, as it can increase sales and loyalty. This is because an increase in customer satisfaction can lead to more spending, higher retention rates and favorable referrals.
Customer Service Coordinator
As a customer service coordinator, you’ll manage a team of representatives who provide quality service to your clients. You’ll work to ensure that they adhere to policies and procedures, and promote your company’s vision.
You’ll also handle complaints and issues related to your company’s products or services. Your duties include answering phone calls, responding to email inquiries, and handling client requests for returns or exchanges.
During your career as a customer service coordinator, you’ll learn how to defuse conflict and work with people to resolve problems. If you enjoy working with a variety of different people, are a good problem-solver and have excellent interpersonal skills, you’ll find great satisfaction in this position.
Depending on your employer, you may qualify for promotion. If your experience is good enough, you can take on administrative management or district or regional customer service coordinator positions.