In customer service the key priority is to be the first port of communication for all customers and to deal with all of their inquiries, questions and requests regarding the services provided by the company.
The job involves communicating in a polite and professional manner on the telephone, via email or face-to-face conversations. The ability to respond to customer requests quickly and efficiently is essential and dealing with customer complaints appropriately is a key skill. As the first voice customers speak to when contacting the company, it is crucial that company guidelines are adhered to and customers are spoken to in the most professional a manner as possible because customer service is fundamental to the reputation of a company.
The job can be multi-faceted and other than dealing with customers the job responsibilities also include processing forms and applications, keeping communication between departments as smooth as possible, keeping colleagues up to date with any customer activity, directing complaints and requests to the correct source and ensuring the general administration is organized. Managing customer accounts and maintaining the upkeep of records and filing systems are also expected responsibilities. In addition to receiving communication and acting upon it, customer service representatives are occasionally required to actively make telephone calls whereupon the same code of conduct regarding politeness and professionalism is needed.
Being privy to customer information is a delicate situation and customer service is required to keep all information within the workplace at the risk of losing their job.
Level of education required
A high school diploma and a bachelor's degree are the necessary qualifications to enter customer service. Applicants should also be computer literate and although it is generally not required to have any qualifications in this area, fluent use of word processing and spreadsheet programs is expected. The ability to touch type is a major bonus to anybody in Customer Service.
Career Path
A Customer Service job can be entered at any stage of a career and is a viable option for fresh graduates. After gaining experience in the role it is perfectly plausible to move up to roles such as supervisor or team leader and from there getting promoted to a management level is an obtainable objective. Using the experience gathered, these skills can be utilized in a management career elsewhere or even to become a customer service manager. There is plenty of opportunity for career advancement.
Summary
When discussing the Customer Service Resume, possessing excellent communication skills on the phone, face-to-face conversations and via email are essential to a demanding job that requires satisfying all the customers' requests efficiently. Computer literacy and the ability to maintain organized records are both skills required. Being the first point of call at a company is a crucial position in which the reputation of the company is at stake and coping with that pressure is essential.
The job is suitable for those with a high school diploma and a bachelor's degree and it offers fantastic prospects in management.
