客户服务代表到底做什么？

Serving customers should be everyone's job at your organization. Whether you provide customers with the latest tech products, outstanding customer support, or an efficient eCommerce experience, their satisfaction should be every employee's goal.

While all of your employees should put the customer first, there's usually one or more teams dedicated to supporting immediate customer needs and maintaining customer satisfaction. Their job ensures customers are happy with your products and will recommend your brand to others. These frontline employees act as a primary support resource and help users achieve their goals.

On a customer service team, this role is called a customer service representative. In this post, you'll learn what a customer service rep does and what a job description looks like for this role.

客户服务代表

客户服务代表是您服务团队的面向客户的工人。他们的工作是通过电话，聊天，电子邮件，社交媒体或面对面接收和回答客户的问题，请求和投诉。

The customer service rep tends to be an entry-level position. However, depending on the size and age of your company, this role can grow into a more senior-level role Once a customer service rep masters this role, they can move into other service, support, or customer success roles for the rest of their career.

What does a customer service rep do?

As mentioned before, customer service reps respond to customer requests and solve problems. They use their innate knowledge of the company and the organization's internal resources, like a知识库，帮助客户实现目标。

Additionally, customer service can be proactive, too. Reps can solve problems before users recognize them by reaching out with product offers and company updates. For instance, your company might realize there's a bug in one of its latest products. Service reps would send out emails explaining how to troubleshoot the error before customers reach out to your team.

您是客户服务代表的类型将改变您每天所做的工作范围。这是对客户服务代表的两个最常见级别的详细研究。

副客户服务代表的责任

协会客户服务代表直接在形象上和字面上直接协助客户。该角色还包括回答客户问题并在升级之前诊断他们的问题。

领先客户服务代表的责任

在团队中，主要客户服务代表或高级客户服务代表管理客户问题升级，并努力及时解决冲突。他们经常培训同事成为销售产品或服务的专家，以及如何根据客户的个人需求与客户进行交流。

Where do customer service reps work?

Customer service reps typically work in offices or call centers and report to a customer service manager. In some cases, they may be assigned to a specific account or work with other members of the team to help every customer.

并不是所有的客户服务代表内部工作。在足总ct, it's common for reps to work remotely. Remote customer service reps work from home or another preferred workspace, giving them more freedom to travel, take care of their families, work other jobs, and get degrees while employed.

客户服务代表，在办公室，混合动力车或远程角色工作可以发现自己从事以下行业工作：

• Retail:In retail, reps process orders, prepare correspondence and fulfill customer needs as they find the products they’re looking for.
• 金融：In finance, service reps combine financial knowledge with sales skills to help customers identify the right products or plans they need.
• Insurance:In insurance, service reps manage customer inquiries, documents, finalize policy adjustments, and answer complaints.
• Healthcare:In the medical field, reps communicate to customers regarding the service provided and inform them about changes to their service.
• bob电竞官方下载软件：在软件bob电竞官方下载中，代表使用数字支持门票与客户进行交流以记录问题并根据所使用的产品提供决议。

Now that you understand the responsibilities of a customer service rep, read the following job description to help you prepare for your next interview.

如果候选人遵循一些标准的最佳实践，确保客户服务代表工作是可行的。

Obtain proper education.

You don’t need to be a college graduate to have a successful career in customer service. This makes it easily accessible to candidates as long as they have obtained a high school diploma or equivalent.

如果您想加倍努力，certificationsavailable for understanding strategy and technical skills in this field of work, too.

Build on transferable skills.

While customer service exists in many industries and serves different needs — the general skills necessary to excel in it are good communication and computer proficiency. Reps will find themselves in customer-facing environments, speaking with customers everyday, it’s important that they can do so with confidence and respect.

Computer skills are also important for candidates to have because they will likely be using customer relationship management software. Having this skillset will set you apart from other candidates and make onboarding easier.

做出清晰专业的简历。

Don’t be discouraged if you have limited work experience to fill out your resume. Instead, highlight your skills and qualifications that match the job description. You should also align any previous experience with transferable skills recruiters are looking for.

准备面试。

Customer service rep candidates should be prepared to interview with confidence and knowledge of the job they’re pursuing. Not all interviews are the same, so it’s important to study commoncustomer service-centric interview questionsbefore you begin.

招聘人员寻找具有这些属性的候选人的最大原因是因为不良客户服务的成本很高。

Customer Service Rep Costs

从培训新员工到为他们提供设备的时间，在雇用客户服务代表时需要考虑许多不同类型的费用。最关键的成本之一在于他们的表现能力。

Helpful, positive candidates are a must since50%of customers say they would switch to a new brand after one bad experience. Building a reputation of bad customer service is hard to reverse, and can drive away prospects and strain a company’s ability to grow.

There’s too much at stake to hire just anyone for the job. After all,90%美国人使用客户服务作为决定是否与公司开展业务的因素。bob全站app

Customer service reps also have the highest turnover rates in the industry. Customer service managers can work to prevent turnover costs by:

• 向代表提供足够的客户服务培训
• Providing competitive and pay and benefits
• 接受员工的反馈
• Outlining clear path for career advancement
• Rewarding exceptional reps for job well done

成为有效的客户服务代表

这个工作描述可以作为一个很好的参考ence whether you're looking to begin your career in customer service or hire a new rep for your team. If you're interested in applying for a job in customer service, we hope this article shined a light on the many opportunities the field has to offer.

这篇文章最初于2019年8月发表，并已更新以进行全面性。