The job of a customer service representative or CSR is tough yet fun. In fact, customer service is one of the most crucial areas in a company—for they build the bridge between consumers and the firm. Microsoft reveals that 96% of consumers say customer service is a vital factor in their loyalty to one’s brand. This will happen when employees stay true to the customer service job description.
Likewise, the job quality of CSR greatly impacts a firm’s overall status. As per Dimensional Research, the number one factor for consumers’ level of trust in a company is the excellent customer service. Thus, it’s vital to review the duties of customer service personnel before you enter the industry.
Customer Service Job Description for Resume
The CSR job will grow 5% from 2016 to 2026, which is as fast as the average of all jobs according to the Bureau of Labor Statistics. More so, Georgia is one of the countries in the United States with the highest concentration and highest employment level of this job. This shows an increasing number of job openings for aspiring CSRs. So, before you apply as a CSR, let’s first check its job description:
- Answer product and service queries and suggest info about other products and services to attract customers
- Record and update account info customers
- Clarify the customer’s complaints; know the problem’s cause; choose and explain the best solution
- Collect customer info and analyze their needs to endorse the right products
- Manage big amounts of calls
- Produce and close sales leads
- Build long-term and stable customer ties
- Read spiels from scripts
- Inform the company’s deals and promotions
- Persuade the customer to reconsider the product or service cancellation
- Resolve a product malfunction within a time limit
- Answer queries about warranties of terms of sale
- Resolve customer complaints via phone, email, mail or social media
Now that you already know the duties of a CSR, let’s see if you qualify for the job. Check below the lists of CSR requirements and skills. You can also use these lists in your resume.
- High school or college diploma
- Background in customer support with records in reaching set quota
- Ability to respond to diverse character types
- Great skills in communication
- Ability to multi-task and manage time
- Computer and phone expertise
- Market and product knowledge
- Listening skills
- Patience and a positive attitude
- Bargaining skills
- Ability to adapt and work under pressure
Read more about CSR skills.
Causes of a Poor Customer Service
After knowing what is expected of you once you enter the workforce, it’s now time to learn the root cause of poor customer service. These are the things you must avoid doing:
- Feeling helpless to resolve issues
- Not treating customers with respect
- Not being empathetic with customers
- Failing to focus on customer experience
Now, are you ready to apply as a customer service rep? Worry no more! After reading the customer service job description and skills, you are sure to land the job. Just practice and improve the areas you think you still lack. When you fit the job, start writing your resume. It is key to the recruiter’s heart. Use the lists above in other sections, too!