Choosing your career path might be a dreadful task. SO many possibilities out there, and so many questions!
But worry not — we come with answers.
To help you choose your digital career, we have developed 8 Digital Jobs Profiles that we found to be the most in-demand across European employers. We hope this will give you an idea of what your professional future might look like.
In our Digital Job Profiles cycle, you will learn about the main goals, tasks and ICT skills required for each position. We will also explore what type of organisations look for employees with specific job profiles.
Ready to begin? Today we’re introducing: CUSTOMER SERVICE REPRESENTATIVE!
Customer service representative provides information to customers about a company’s or organisation’s services, products and policies. They also resolve product and service problems and provide assistance to customers interacting with the company online. Customer service representative’s mission is to ensure customers’ satisfaction and retention by handling questions, requests and complaints, including resolving customer’s complaints regarding products or services based on pre-established guidelines.
What does a Customer Service Representative do?
- identifying the nature of the customer’s call, such as technical issue, service problem, complaint or query
- attracting potential customers by answering product and service questions & providing information about other product and services
- creating new customer records and maintaining existing customer records
- providing user-level support to a customer by walking them through a process or interaction with the company’s online system(s)
- diagnosing the cause if a product or service problem, identifying a solution and taking action to resolve it
- following up on open issues or queries until they are resolved to the customer’s satisfaction
Where can they work?
- as a part of the customer service department of organisations delivering services/products
- at a dedicated call centre company
Which ICT skills do they need to have?
- management of digital devices
- using email, chat and phone software to connect with customers
- understanding and experience with CRM software to check customer records and log customer interactions