Customer Service Jobs

What is a customer service agent?

A customer service agent’s job is to interact with internal and external customers on behalf of a business. The customer service agent informs customers about products and services offered by the company and resolves any issues they might have, as well as handling customer data.

Although it is typically a customer-facing role, the position of customer service agent may also involve call centre work.

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What are the key responsibilities of a customer service agent?

The responsibilities of the customer service agent differ depending on the specific employer, but may include.

  1. Customer interaction and relationship management
  2. Providing information concerning products and services
  3. Conflict resolution
  4. Inbound and outbound phone and/or email communication

The customer service agent’s job may overlap with a sales role and in this case their responsibilities will include selling products and/or services.

If the customer service agent is based in a call centre, their responsibilities may include phone sales skills as well as proficiency with Microsoft Office or equivalent.

What skills and qualifications does a customer service agent require?

Although generally an entry-level position, some customer service agent roles may require a year or more of experience in retail or a similar role. They also typically require a minimum of C grade or equivalent in English and maths.

While not essential, a degree is advantageous if the candidate wishes to advance to a managerial position.

Alongside these, the customer service agent must possess:

  1. Excellent interpersonal communication skills
  2. Excellent conflict resolution skills
  3. A people-oriented, friendly and professional demeanour
  4. Organisational skills
  5. Basic computer literacy
  6. Basic numeracy skills

In customer service agent roles that pertain to tourism the ability to speak a foreign language is also an advantage.

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