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Today, many people apply for the role of customer service representative because of two reasons: (1) it promises a higher compensation than any other entry-level post; and (2) most people believe that the hiring process for the said job is easier and quicker since it normally just takes a day to complete. Due to applicants' tendency of underestimating the assessment during job interviews or having unrealistic expectations of the role, some people are either unable to get the job because of lack of preparations, or they end up not liking the actual tasks that the job entails.
When applying for the position of customer service representative, or any job position for that matter, it is very important to enter into the commitment with the correct information about the job, the company, and the industry. The applicant must also possess the attitude and skills that are necessary to succeed in the job, an open mindset for the tasks to be done, and the skills needed in the fulfillment of the job.
What does a Customer Service Representative do?
Customer service representatives (CSRs) go by many names and titles. CSRs could also be referred to as telephone Sales/Service representatives, technical support representatives, attendants, associates, operators, account executives, or call center agents. Taken from the name of the job position itself, customer service representatives are the people who interact with customers on behalf of a company/organization. They provide services to these customers in order to cater to their needs such as providing information about products and services, taking orders, responding to customer complaints, and processing returns.
To be able to answer customers' questions and help resolve their problems, customer service representatives go through tedious training under the company to learn all the details, the scope, and the limitations of their job. When a customer calls with an issue that has to be resolved, a representative will usually open the customer’s file in the company’s computer system. Representatives use this information to solve problems and they may also make changes to the customer accounts such as updating the customer's files or notating the inquiries and/or complaints of the clients.
Customer service representatives work in almost every industry. Their job description depends on the industry of the company in which they work in. For example, representatives who work in the banks may answer customers’ questions about their accounts, whereas representatives who work for utility and communication companies may help customers with service problems such as outages. Representatives who work in retail stores often handle returns and help customers find items in their stores.
Customer service representatives normally do the following:
Who can become a customer service representative?
Fortunately, the Customer Service Representative position is open to almost everyone. The minimum requirements to get the job are as follows: 1) applicants must be 18 years old and above; 2) they must at least be a high school graduate; 3) they must have good communication skills (both in speaking and in writing); and 4) they must be computer literate and they must also know how to navigate basic computer programs or applications. More often than not, call centers would also look for applicants who are amenable to shifting schedules. Essentially, anybody can become a customer service representative as long as they are adaptable and they accept the position with the right mindset.
What are the skills needed to become a good customer service representative?
Although many people believe that the job is very simple, customer service representatives need certain qualities and skills to succeed in this line of work. The following are the essential skills of a good customer service representative:
Why should I become a customer service representative?
It's great to work as a customer service representative because this job provides many benefits such as assurance of skills development and career advancement. For a more detailed list of benefits available to customer service representatives, check out our other article found here.
If you don't believe you would find fulfillment in this line of work, it is understandable because it isn't for everyone. It may also sound like it takes a lot of skills and talents to be able to work as a customer service representative, but these skills can be learned and developed. As mentioned, there are many opportunities to become a customer service representative, and they are open to (nearly) everyone. It is now up to you whether you would grab the opportunity or not.
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Sources:
sokanu.com
work.chron.com
vocalcom.com
talkdesk.com