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Customer service representatives, customer service advisors, customer service agents, or customer service associates are employees who interact with customers to handle and resolve complaints, process orders, and provide information about an organization’s products and services. They may work in an
/ref> Customer service representatives answer questions or requests from customers or the public. They typically provide services by phone, but some also interact with customers face to face, by email or text, via live chat, and through social media. Qualifications include good communication, problem-solving, and computer skills.
Customer service representatives, customer service advisors, customer service agents, or customer service associates are employees who interact with customers to handle and resolve complaints, process orders, and provide information about an organization’s products and services. They may work in an office
An office is a space where the employees of an organization perform Business administration, administrative Work (human activity), work in order to support and realize the various goals of the organization. The word "office" may also denote a po ...
with a call center
A call centre (English in the Commonwealth of Nations, Commonwealth spelling) or call center (American English, American spelling; American and British English spelling differences#-re, -er, see spelling differences) is a managed capability th ...
or in retail
Retail is the sale of goods and services to consumers, in contrast to wholesaling, which is the sale to business or institutional customers. A retailer purchases goods in large quantities from manufacturers, directly or through a wholes ...
.US Department of Labor/ref> Customer service representatives answer questions or requests from customers or the public. They typically provide services by phone, but some also interact with customers face to face, by email or text, via live chat, and through social media. Qualifications include good communication, problem-solving, and computer skills.
Required skills
Customer service representative positions often require at least a high school diploma. Representatives often have some experience with office software.{{cite web , url=https://www.payscale.com/research/US/Job=Customer_Service_Representative_(CSR)/Hourly_Rate , title=Average Customer Service Representative (CSR) Hourly Pay , date=November 5, 2018 , website= PayScale , accessdate=November 7, 2018 First impressions are very important in this job. The moment one begins to communicate with a customer, one is being judged. The way one communicates with a customer will not only influence how the conversation develops, but the overall impression of the CSR and the organization they represent. There are five key customer service skills that define the best CSRs: * Ability to establish rapport with customers. *Problem solving
Problem solving is the process of achieving a goal by overcoming obstacles, a frequent part of most activities. Problems in need of solutions range from simple personal tasks (e.g. how to turn on an appliance) to complex issues in business an ...
* Strong listening skills
* Strong commercial awareness
* Team work
Teamwork is the collaborative effort of a Social group, group to achieve a common goal or to complete a Task (project management), task in an effective and efficient way. Teamwork is seen within the framework of a team, which is a group of in ...
ing
Salary
Although earnings may vary, the median hourly average for CSRs in 2017 was $15.81, in the US. People in this job typically have less than 20 years' experience. Skills that are associated with high pay for this job are those in customer service metrics, Microsoft Office,customer relationship management
Customer relationship management (CRM) is a strategic process that organizations use to manage, analyze, and improve their interactions with customers. By leveraging data-driven insights, CRM helps businesses optimize communication, enhance cus ...
, and oral and verbal communication.
See also
* Sales territory *Clerk
A clerk is a white-collar worker who conducts record keeping as well as general office tasks, or a worker who performs similar sales-related tasks in a retail environment. The responsibilities of clerical workers commonly include Records managem ...
References