What does a Customer Service Specialist do?

A customer service specialist is someone who represents a company when communicating with customers, whether in person, over the phone, on the Internet, or in some other way. This person, also known as a customer service representative, may perform a variety of tasks to meet the needs of the company’s clients. He or she might, for example, provide customer service for the company’s products and services, take orders, answer questions, resolve complaints, or even sell. Customers frequently regard customer service representatives as the company’s eyes, ears, faces, and voices.

Job Duties and Education

A customer service specialist’s primary responsibilities include handling complaints, explaining company policies, and providing information about products and services. Employers frequently require training to ensure the accuracy of the information provided. These representatives will also require excellent communication skills, which may be a requirement for the job and could be further developed through company training.

Situations at Work

A customer service specialist can work in a variety of settings, including inbound call centers, help desks, and customer service counters, to name a few. The specialist in a call center takes incoming phone calls from current and potential customers. A help desk is frequently used technology companies to provide support for their products and services, and a representative may communicate with customers over the phone, via email, or through a live Internet chat. Many types of businesses have customer service departments where customers can go to a counter and speak with specialists face-to-face about their questions or problems.

Complaints, Questions, and Sales

A customer service representative must be able to assist customers with a wide range of issues. A customer might call a company to question a charge on a bill or to express dissatisfaction with a product or service, for example. In these situations, the specialist must not only be familiar with billing procedures, products, and services, but also with how to resolve these issues without losing the customer. In some cases, the representative may be able to make sales, such as encouraging customers to upgrade to better products or services.

Characteristics that are beneficial

Customer service jobs can be both difficult and rewarding. A customer service representative should have a good understanding of his or her job responsibilities and be able to maintain a positive relationship with customers. It is not unusual for a specialist to deal with irate customers, and it is critical for the representative to remain calm, communicate effectively, and ensure that the customers have a positive experience. These representatives frequently require computer skills, which can be aided learning business writing and math.