A Call Center and Customer Service Executive is responsible for handling phone calls as a member of the company's customer service center. Companies typically hire call center employees when they are large enough to need many people to operate their phone lines at once. A call center employee may often be responsible for data entry and scheduling as well. These executives are representatives of the company and are there to answer questions, address complaints, and improve customer relations. These interactions may also take place via e-mail, depending on how the company prefers to interact with its clients. Customer service representatives typically work regular 40-hour weeks on weekdays, but may also work night and weekend shifts if the company has extended hours. Employees must have excellent communication skills, both verbal and written, in order to communicate effectively with the company's valuable customers. This job also requires the employee to have the basic computer skills needed to operate the company's data entry systems. This type of work is mostly mental, with a good amount of problem-solving required. A Call Center and Customer Service Executive will most likely be working in a large office area with other representatives, often with separate cubicles. Call Center supervisors evaluate the representatives' calls throughout the day by listening in on or recording conversations between the representatives and customers. There are no special qualifications or certifications needed, but most hiring companies prefer that the applicant hold a bachelor's degree or its equivalent in applicable experience.
Call Center and Customer Service Executive Tasks
- Strategize the planning, developing and directing of the call center operations and customer service programs.
- Establish and communicate the service standards to the operations so that quality customer satisfaction is achieved.