How to become A Customer Service Representative

• Customer Care Representative
• Customer Service Specialist
• Customer Service Agent

• Deal directly with customers or act as a link between the customer and other departments in the organisation while ensuring the customer has a positive experience
• Have adequate knowledge about the products and services they represent to provide accurate information to the customers
• Help generate sales and take orders; collect deposits & payments and set up billing plans for customers; arrange services for customers; enter customer information on a database
• Listen to the customers and understand their needs; open the customer’s file in the company’s database to access all relevant details
  Review customers’ account records to take stock of the transaction history; ensure products & services are charged accurately
• Use the information to solve problems and make essential changes to customer accounts, such as to update an address on file or cancel an order
• Review merchandise shipping and delivery records & invoices to address disputes; issue refunds when necessary
• Provide information that helps answer the customer’s questions or resolves their complaints; refer the customers to supervisors or the appropriate department, if required
• Record and report exact details of the interaction with customers and action taken to ensure even better customer service in future

Customer Service Representatives are found in almost every industry. They work out of a small well-lit cubicle or open office in a sedentary, supervised, environmentally controlled and fast-paced setting. 

Some may work in the field where the customers are using the products or service. For example, CSRs who work in retail stores may interact in person with customers.

Most Customer Service Representatives work full-time for around 37 hours/week, either in a traditional daytime shift or a varied schedule. Jobs in call centres that work 24/7/365 may include early morning and late-night shifts. 

However, many companies schedule longer work hours for their customer service staff to accommodate customers during evenings, weekends and holidays.Part-time work is a solid option; some sectors find it viable to have their CSRs work from home

Customer Service Representatives work in call centres and customer contact centres to serve many clients or directly for a smaller organisation. 

They can boost their job search by asking their network for referrals, contacting companies directly, using job search platforms, leveraging social media, and inquiring at staffing agencies. Shops may also advertise vacancies on notice boards on their premises.

Customer Service Representatives are generally employed by:

• The Retail Industry
• The Manufacturing Sector
• The Banking Sector
• Insurance Agencies
• Travel & Tourism Industry
• The Telecommunications Sector
• IT Industry
• Utility Organisations - Gas, Electricity and Water Companies
• Public Sector Organisations
• Health Service Providers
• Educational Institutions
• Building Societies
• Stores

Professional associations and organisations such as the Customer Experience Professionals Association are crucial for a Customer Service Representative interested in pursuing professional development.

Membership in one or more adds value to your resume while bolstering your credentials and qualifications.

• Remaining patient and polite in all interactions with customers, even the difficult or angry ones; stress from working with dissatisfied customers
• Noisy and crowded workstations; lack of physical activity compounded by limitations on the number of breaks that are allowed during a work shift
• The need to answer a set number of calls under close supervision; repetitive work with little time in-between calls

Although work experience is not stipulated, be aware that those with related work experience in a shop, call centre, office, or bar increase their chances of landing a job, getting promoted and earning higher pay.

Some locations offer prospective Customer Service Representatives paid apprenticeships that provide structured training with an employer. The pay will depend on the sector in which the individual wishes to work, their age, and location.

Join your school’s business club to find out what is happening in the world of business. Membership of other student clubs and societies is also beneficial. 

Volunteer at a local charity or homeless shelter and talk to experienced professionals to confirm whether service is genuinely your professional cup of tea.

Work shadow CSRs in different settings to find out which type of organisation might suit you best.

Most Customer Service Representatives (CSRs) need a high-school diploma or its equivalent for entry-level positions. However, employers in specific fields such as engineering would prefer applicants with a relevant associate or bachelor’s degree.

In addition, as employers look for a more skilled workforce, candidates with an associate degree in business management or business administration will have the edge over others in the pool.

You may invest in business courses to get a comprehensive perspective of the business world along with those that teach you diplomacy and tact, the cornerstones of excellent customer service. 

High school courses in English, math, writing and speech will help effective communication.

It is not mandatory in all sectors, but accredited certification from a renowned and objective organisation will help aspiring Customer Service Representatives develop the critical skills needed to deliver a quality customer experience.

CSRs who work in financial services or the insurance industry require certification to gain a broad understanding of relevant bank products, learn how to respond appropriately to customer needs and maintain healthy customer relationships.

You may also need a license if you choose to work in the finance and insurance sectors. The licensing requirements may vary by location but usually include passing a written exam. Employers typically provide the training for these exams

Experienced Customer Service Managers who acquire additional professional qualifications and display quality performance may advance to supervisory, management and marketing roles. The length of time may vary according to the type and size of the organisation.

Customer service is an integral aspect of any business; the transferable skills you gain as a CSR with considerable experience will aid your progress to various careers.

CSRs may choose to move to another employee for increased responsibility and better pay if there is limited scope for promotion to senior positions with their current employer.

Candidates with exemplary communication and customer service skills have the best job prospects.

Most Customer Service Representatives receive on-the-job training in a classroom setting or through shadowing an experienced colleague.

The training may range from a few weeks to several months and features the company and its products, customers’ most frequently asked questions, and the computer/telephone systems used. 

Besides, those who enter the finance and insurance sectors must undergo additional training to learn about more complicated financial regulations.

Continuing professional development (CPD) will help an active CSR build personal skills and proficiency. In addition, it allows you to upskill continually, regardless of your age, job, or level of knowledge.

CSRs in the banking and insurance industry need to retrain regularly to stay abreast with continually changing regulations and products.

Accredited certifications which require completion of an academic program, at least two years of related work experience, and passing an examination will be worth your while. Topics covered include human dynamics, customer interaction, and employer development.

Formal Recognition

Although customer service has always been an integral part of any business activity, it wasn’t until 1984 that the International Customer Service Association established Customer Service Week and acknowledged the importance of Customer Service Representatives in promoting customer service.

All in Aid of Better Customer Service

Some CSRs interact face-to-face with customers while contact centre employees use the phone to communicate with customers, and those employed on IT help desks do most of their work by email. 

And then, there are voice agents who may respond to email questions during downtime in the more usual telephonic calls.

Help is Close at Hand

CSRs undergo rigorous training to ensure they have appropriate responses to the most commonly asked questions, requests or complaints. Nonetheless, they can turn to a supervisor or manager for help in case of need.

Hand-in-Hand with Communication

Customer service works in tandem with communication. As a result, telephones have gone beyond their original purpose in serving customer service lines, automated response messages and toll-free numbers. 

From the simple e-mail complaint form to online help files, online chats, to social media, numerous companies use the Internet to communicate with their customers effectively.

Unity in Diversity

CSRs who work in banks may answer customers’ questions about their accounts, while those who work for utility and telecommunication companies help customers with service issues, such as outages. CSRs employed by retail stores often handle returns and help customers find items in their stores. 

Automation  

Artificial Intelligence and other technological breakthroughs have been automating fundamental customer service interactions and steadily replacing lower-level CSRs.

However, the need to replace those who leave the job or retire from this vast field will ensure that CSRs continue to be in demand.

Besides, some companies may prefer to continue to use in-house service centres to stand out among their competitors, especially to answer questions such as refunding accounts or confirming insurance coverage. 

The Best Sectors

Research shows that the utility sector pays the highest salaries while telephone call centres offer the most job opportunities. 

A whopping 73 per cent of customers fall in love with a brand because of friendly Customer Service Representatives.

There is no denying it’s a challenging job that has perhaps attracted more than its fair share of brickbats from dissatisfied customers. And yet, there’s no denying that when they interact with customers in a caring manner, Customer Service Representatives are responsible for increased business revenue.

Avoid apologies and excuses. Use positive language. Open and close the conversation. Provide a clear and concise response.