Customer Service Specialists interact with their clients and customers to know about their company’s product or service experience. This is essential for the company to modify, upgrade their product and services based on customer feedback.
So a business or organization or a company is always in need of skilled and analytical people to deal with their customers in a friendly manner and effectively resolve their issues about their purchases. A Customer Service Specialist is an important part of the Customer Service team of a company that provides advice and technical assistance.
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Who is a Customer Service Specialist?
These specialists are responsible for the management of different customers and clients issues based on the account assignment like the transactions that are related to billings and customer support, client inquires, product support or inbound sales.
As a customer service specialist, you have mastered specific aspects of a product or service. They solve the sensitive customer support cases easily where a Customer Service representative struggles with.
Their main job is interacting with the customers of the company in which they are working by addressing their queries and resolving their complaints by providing the best quality of customer support on a particular product or service.
You are an important part of the customer care team resolving customers issues through appropriate channels, be aware and knowledgeable of the company’s product and services that may change from time to time, obtain customer feedback on products and services they have used and providing training and supervision to new hires as Customer Service Specialist.
Responsibilities of Customer Service Specialist
The following are some of the duties of Customer Service Specialists:
- Respond promptly to customer queries via email, live chat, video, phone and social media channels.
- Transferring serious complaints or issues to higher authorities above you if you are unable to deal with them.
- Collaborating with colleagues and managers to identify and find the best solutions for customers’ issues.
- If you are dealing with any common problems, escalate them to the management and provide any suggestions for improvement.
- When dealing with customers, always maintain a polite, professional and helpful manner.
- After obtaining customer feedback from clients and users, share and discuss with colleagues and other departments so that particular products and services can have a scope of improvement.
- Keep yourself updated on the company’s latest products and services.
- Attending workshops and meetings whenever required or scheduled.
- Always respect and safeguard the client’s confidentiality.
- Maintaining customer records and accounts of customer interactions with all the information about their inquires, complaints and feedback.
Education and Eligibility
- The minimum education requirement is the completion of a High School Diploma or Equivalent.
- Bachelor’s degree in business, communication or related field is an added benefit.
- Business Process Outsourcing (BPO) experience is advantageous.
- Prior experience in working with the product or service the specialist is assigned is preferable.
Required Skills
Since a career in Customer Service is competitive in the job market, to be desirable and ahead in the cut-throat competition, you need to have certain skills that are listed below:
Soft Skills
A customer service specialist has to possess the following soft skills to be successful in his field.
- Excellent communication skills like Active Listening.
- Excellent people skills since your main job are interacting with people. You need to build rapport with them and solve their problems.
- Service-Oriented and be capable of resolving the customers’ issues and grievances.
- Proficiency in computer skills and interest and capability to learn and use the latest software related to your field.
- Knowledge of products or services you are allotted for or an area of customer service specialization and constant learning on the same.
Hard Skills
The following are some of the hard skills, these specialists have to possess.
- Practical knowledge of Help desk software like Zendesk and CRM software like Salesforce Sales cloud may be required.
- Persuasive Writing Skills.
- Documentation Skills.
- Product and Services Knowledge that you are assigned for.
- Phone system experience.
Salary and Career Advancement
The average salary in India for Customer Service Specialists is INR 25,000 monthly. This salary is dependent on the organization and employee experience.
These specialists diffuse stressful situations with clients and work easily with frustrated customers to the prevention of potential churn. Since they excel in these roles, they usually apply for managerial positions on their customer service teams.
The other options for career advancement are pursuing a more technical role such as a product expert or assume a leadership position like that of a Customer Service Manager.
– Samiya Firdous
