Customer Service Job Description

Customer service is an important support function for any business.

Nowadays, with increasing competition, a lot of focus is on the customer and how best to keep the current customers loyal and how to attract more customers.

Customer service and good customer service at that increase the sales of a business and consequently the profitability.

The renewed focus on customer satisfaction and retention means that the job prospects in customer service have gotten better.

Customer service cannot be easily defined as it is not an event but a process.

It can be defined as catering to customer needs, or taking care of customers, or providing excellent service to customers.

Is A Customer Service Job Description Really That Important?

The aim of customer service is however more important than its definition.

The main aim of customer service is customer retention.

If a customer has positive experience, there are more likely to come back.

Another important thing about treating customers well is they can also act as ambassadors for you.

As one of the famous customer service quotes says ‘If you do build a great experience, customers tell each other about that. Word of mouth is very powerful’.

There are different types of jobs in customer service and the customer service job description may vary.

However, as the aim of the jobs is to serve the customers the variation may not be too great.

There are many similarities in the customer service jobs.

Your General customer Service Job Description

A general customer service job description will include the following duties and responsibilities:

1. Dealing directly with customers.
2. Handling customer enquiries face to face or over the phone or email.
3. Providing customers with product or service information.
4. Handling customer complaints.
5. Resolving disputes.
6. Obtaining relevant information in order to effectively handle customer complaints and resolve disputes.
7. Discussing new product or service offerings with the customers.
8. Suggesting improvements in service delivery
9. Serving as the link between the customer and the other departments in the business.
10. Soliciting additional product or service sales.
11. Setting up new customer accounts.
12. Maintaining customer records of orders, complaints, comments, inquiries, billing etc.
13. Explaining to customers how to use the products or services.
14. Capturing customer information.

The list of duties and responsibilities can go on and on.

But the key here is customer orientation.

Important skills include communication and problem solving skills, attention to detail, friendly and pleasant manner, product knowledge and patience.

Besides the duties and responsibilities, a customer service job description may list the skills and personality traits that will be required for the job.