How To Be A Customer Service Representative
What Does a Customer Service Representative Do?
Written by Coursera • Updated on
Client service representatives play a cardinal role in company success by directly helping customers. Find out if a customer service job is correct for you.
Client service representatives work straight with customers to provide help, resolve complaints, reply questions, and process orders. If you enjoy helping people, a chore equally a client service representative could exist a expert fit. In this role, y'all'll find career opportunities in well-nigh every manufacture, ranging from brick-and-mortar retail stores to phone call centers to your ain living room.
Learn more about what customer service representatives do on a daily footing, and how you can become one.
What does a client service representative do?
As a customer service representative, your master job is to serve customers. Customer service reps piece of work for most whatsoever business that engages with customers, including retail stores, banks, and insurance companies. Their principal tasks may include greeting and communicating with customers in person, by telephone, or past figurer via chat or email. Specific duties will vary depending on the company and industry where you work, but they may include:
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Answering customer questions about the company, products, or services
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Resolving customer complaints
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Directing customers to the right department or supervisor
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Taking orders or processing payments
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Making changes to customers' accounts
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Handling returns and exchanges
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Addressing billing concerns
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Keeping records of customer interactions
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Selling products and services
Where practise customer service representatives piece of work?
Customer service representatives work in a variety of environments and across many industries. They may communicate with customers in person or via phone, conversation programs, or email, and work. There are currently nearly three million customer service representative jobs in the United states, according to the U.S. Bureau of Labor Statistics [1]. Industries that employ the highest percentages of client service reps include the following:
| Largest employers of customer service reps | Percent |
|---|---|
| Retail merchandise | 14% |
| Insurance and related businesses | 13% |
| Business support | 10% |
| Wholesale trade | 7% |
| Professional, scientific, and technical | vi% |
One office within client service expected to abound ix percent from 2020 to 2030 is that of a computer back up specialist. Working in It support can not but lead to more job opportunities, but college pay as well. Customer support specialists across all industries made a median salary of $35,830 in 2020 in the United states of america, while computer support specialists made $55,510—close to a $twenty,000 difference [ii].
professional certificate
Google IT Back up
This is your path to a career in IT. In this program, you'll acquire in-demand skills that will accept you job-ready in less than half-dozen months. No degree or experience required.
BEGINNER level
Average time: 6 month(due south)
Learn at your own stride
Skills you lot'll build:
Debugging, Encryption Algorithms and Techniques, Client Service, Network Protocols, Deject Computing, Binary Code, Client Support, Linux, Troubleshooting, Domain Proper noun Arrangement (DNS), Ipv4, Network Model, Powershell, Linux File Systems, Command-Line Interface, Directory Service, Lightweight Directory Access Protocol (LDAP), Fill-in, Cybersecurity, Wireless Security, Cryptography, Network Security
nine tips for getting a chore as a customer service representative
If y'all're set to start exploring your career as a customer service rep, these tips can assistance you build the feel and educational activity you need for the task.
1. Develop your workplace skills.
Workplace skills are crucial to being an constructive customer service representative. Yous'll frequently be tasked with interacting with customers with a positive attitude and empathy to resolve their problems. Stay calm and diplomatic under force per unit area, and you'll be better able to deal with difficult or stressed customers. Other important traits for customer service representatives include flexibility, an eye for detail, and the power to acquire and remember quickly.
2. Build your computer skills.
Client service representatives can spend long hours at a calculator. You'll likely need typing and data entry skills, as well as familiarity with programs like Microsoft Word and Excel.
Take courses through a local community college or vocational school, or acquire at your own pace with an online course. Hither are some options to become you started:
course
Client Service Fundamentals
There are a growing number of heady, well-paying jobs in today'southward tech industry that do not require a traditional college degree, an ane of the hottest ...
4.8
BEGINNER level
Average time: one calendar month(south)
Learn at your own pace
Skills you'll build:
Process Management, Communication, Problem Solving, It Customer Support
specialization
Everyday Excel
Learn Excel From Scratch to Good. Starting from zero knowledge of Excel, you'll acquire basic spreadsheet skills and use them in to several exciting projects in the capstone "Projects" course.
4.vii
BEGINNER level
Average time: four month(s)
Learn at your own pace
Skills you'll build:
Spreadsheet, Microsoft Excel, Problem Solving, Projection, computing, Data Management, Existent Earth, Existent-world projects
guided project
Create Customer Support Data with Google Sheets
By the terminate of this project, yous volition create a Google Canvas that transforms a business's raw customer back up data into a useful data set that provides the ...
4.6
BEGINNER level
Average time: 1 month(s)
Larn at your ain stride
Skills yous'll build:
Data Assay, Information Management, Google Sheets
3. Consider certification.
Certification isn't necessary for many customer service jobs, only it may be required for some advanced positions. Earning an industry certification can as well validate your skills to recruiters and hiring managers. Some mutual certifications in customer service include:
-
Certified Customer Experience Professional person (Client Service Institute of America)
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HDI Customer Service Representative
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Certified Customer Service Professional (National Client Service Association)
four. Train for a detail industry.
Many positions offer on-the-job training for new hires, which tin entail working aslope a senior employee. Certain industries may require more intensive training. You may even come across specific rules, depending on factors similar the country or industry you work in. This is often the case in finance and insurance customer service careers.
5. Take a communication course.
Communication is often a crucial aspect of the work. You lot tin can improve your written and exact skills with courses like Improve Your English Advice Skills offered by the Georgia Establish of Technology.
6. Gain some client service experience.
Employers may like to see that you have experience working with people. Consider gaining some experience with other positions that entail working with the public. This could include working as a cashier, server, or sales associate in a store. Volunteering with your community can also bring you valuable customer service experience.
seven. Learn a 2nd language.
Being bilingual can exist helpful in speaking with customers who may not speak English as their first linguistic communication. Learning a second language tin aid your awarding stand out higher up the others. Mandarin and Spanish rank amid the most in-demand.
specialization
Learn Mandarin Chinese
Larn Mandarin Chinese. Learning Chinese in real-life situations with ease and fun.
4.eight
BEGINNER level
Average time: 6 month(s)
Learn at your own pace
Skills you'll build:
Chinese Language
specialization
Acquire Spanish: Bones Spanish Vocabulary
Acquire Castilian. Build a working vocabulary of i,500 of the most used words and phrases.
4.vi
BEGINNER level
Boilerplate time: v calendar month(s)
Learn at your own pace
Skills you'll build:
Grammar
8. Finish your education.
A postsecondary caste isn't required for most customer service jobs. Withal, many employers may want you lot to have a high school diploma, GED, or equivalent. Consider joining volunteer clubs or other activities that will allow you to gain customer service experience.
nine. Practice for your interview.
When yous're ready to apply for a job, brand sure you're prepared for the interview by reviewing questions you might encounter in an interview. These might include:
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Describe a time when you successfully solved a problem for someone.
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How would you handle an upset customer?
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What would you lot do if you didn't know the answer to a customer's question?
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Depict a state of affairs where you lot had to remain calm during a chaotic situation.
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What would you lot practice if y'all had to work with someone y'all didn't like?
Next steps
Start building the skills yous need for a role in It customer service with the Google IT Support Specialist Professional Certificate on Coursera. Learn at your own pace from manufacture experts at Google.
Frequently asked questions (FAQ)
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Article sources
1. The states Bureau of Labor Statistics. "Client Service Representatives, https://world wide web.bls.gov/ooh/office-and-administrative-back up/customer-service-representatives.htm#tab-1." Accessed September 23, 2021.
two. United states of america Bureau of Labor Statistics. "Computer Back up Specialists, https://world wide web.bls.gov/ooh/computer-and-information-applied science/computer-back up-specialists.htm." Accessed September 23, 2021.
Written past Coursera • Updated on
This content has been fabricated bachelor for informational purposes just. Learners are advised to conduct additional enquiry to ensure that courses and other credentials pursued meet their personal, professional, and financial goals.
Source: https://www.coursera.org/articles/customer-service-representative
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