By The Editor
A customer service representative is hired by a company to directly interact with customers and potential customers. As representative, he is considered the front-liner in dealing with customers who have questions or concerns. The tasks vary from being a problem solver, product endorser, or simply information provider. Regardless of the job description, it is the duty of a customer service agent to connect the clients with inside information.
It is imperative for any product or service-based company to invest in setting up a reliable customer support system to handle customer service. Depending on the nature of the business, the job of a customer service representative varies that he is often alternately referred in many titles such as a customer assistant, receptionist, call center agent, customer support personnel, sales support staff, service specialist, and many others. However, regardless of what title he assumes, the customer service agent is primarily tasked to make customers happy and satisfied.
• Be ready with your credentials. Keep in mind that most companies require their staff to have a high school diploma or equivalent educational certification. Some companies may even look for applicants with higher educational attainment such as an Associate or a Bachelor’s Degree.
• Assess your own qualifications. Customer service demands excellent communication and interpersonal skills. Any job under it involves direct interaction with clients 24/7 on the phone, mails, or face-to-face contact. If you believe you have the right qualifications then you can be sure of being hired.
• Be emotionally and psychologically prepared. A customer service representative must be patient in interacting with different types of customers, including the irate, rude, and impertinent ones. At times, there is the tendency to be rude as well, but it is important to remember that the job is to assist customers in all possible respectful ways. Also, keep in mind that the task involves repetitive and stressful procedures that may sometimes affect the emotions and intellect of a customer service agent.
In relation to this, it is likewise important not to take it personally. Some customers can really be difficult to deal with. Remain professional and keep your cool. Assure the customers that help can be extended as long as they refrain from being abusive.
• Apply good telecommunication skills. Most jobs performed in customer service-oriented companies involve the processing of complaints, orders, or instructions over the phone. Apart from good computer and data entry skills, a customer service worker must possess strong phone skills to cope with his duties. Thankfully, there are on-the-job trainings provided by companies to newly hired agents to familiarize them with the nature of product or service provided. The trainings include information on how to operate the computer and telephone systems utilized by the company.
• Be aware that the job entails shifting in schedules. This means a customer service agent may have to work at nights, weekends, and holidays depending on the type of service provided by the company.
• Decide on what type of position best fits your lifestyle. Talk to the Human Resources Department of the company to explore the possibility of working for either a part-time or a full-time position, depending on your needs and availability. If you have a family, lives far from work, or attending college, ask for some consideration regarding your work schedule.
• Search the Internet for customer service agent positions. There are various websites to look for possible employment opportunities.
A customer service representative is the backbone that supports the company. All representatives are the first contact persons between the customers and the company. Always keep in mind all these tips if you want to be effective in a job that makes you as the duly authorized representative of the company.