Customer Service Job Description

Customer services sector makes up for an interesting career. If you are a social person who loves to talk and are seeking a career that is dynamic in nature, then this field is apt for you. Here is a detailed customer service job description for your reference.

Customers services is an integral part of the marketing department of an organization. Marketing services do not end with sales. It includes after-sales services too. It means communicating with the customers and answering their queries. It may be regarding the installation or use of the product, product features, complaints against the product, fixing up appointments for services, complaints against poor quality services, etc. Hence, the customer services team is dedicated towards making sure that the customer queries are resolved on time and that they are satisfied with the organization.

Many companies have realized the importance of providing customer services. Customer care is a way of solving queries of the customers and giving them information. This shows that the company is serious about its after sales services. This creates a good impression of the company and hence helps to make the customers loyal to the company. The customers will always purchase products from the company and also recommend it to their friends, thus, creating good word of mouth publicity.

Duties and Responsibilities of a Customer Service Job

Deal with the customers via emails, over the phone, or face to face
Listen to the customer queries patiently and solve it. If the problem doesn't seem to solve, then forward the problem to the superiors.
Respond to the problems of the customer promptly
Look after the customer accounts and update their transaction status
Draft the necessary documents, letter or statements, as required by the customer
Maintain records of interactions with the customers in an orderly manner
Coordinate with the internal department to find solutions and resolve matters
Maintain a follow up on the customer, whose query you had solved,. Ensure they are satisfied with your answer.

Qualifications Required for Getting into Client Servicing

High school diploma or degree and a bachelor's degree or something equivalent
Knowledge of customer services ethics, principles and procedures
Proficiency in administrative and documentation procedures

Extra Skills

Should be able to use the computer extremely well
Should have great communication skills: written and verbal communication
Should be able to handle a lot of data that is available, and all of this has to be done at good pace
Should have a lot of patience when communicating with the customer
Should be able to maintain their composure even if the customer is being rude
Should have good listening skills, since most of the time, communication with the customers is done over the phone
Should be attentive to detailing
Should have the skill of versatility; they will have to adapt to many situations regarding the customer

Career Advancement

Good work in this field can lead to jobs in administrative and management positions. Most candidates begin their career as customer service representatives. They represent the organization and speak on their behalf to the customers. With experience, they acquire the position of team leaders, analyst, and supervisors. Their responsibilities include analyzing the sales trend and providing leadership to the team members. Later, they may be given the position of project leaders or managers depending upon their performance.

Many job seekers are apprehensive of making a career in the field of customer services. Most of them are anxious about making a direct conversation with the customers, since it is very difficult to guess the mood of the customers. They may be polite, curious, irritated, or angry. Dealing with customers with varying moods, all in a day, is a difficult job. Some candidates look at this as a drawback. However, most candidates receive training before they begin work. Hence, training experience and manager's guidance are sufficient to deal with these drawbacks. Also, you become more confident as you grow in your experience. Hence, this fear is completely uncalled for.

Customer service industry is a fast growing industry. It offers lucrative packages to the job seekers. It presents prospects for career growth too. We hope this customer service job description encourages you to make a career in this field.

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