Customer service agents work in many types of private businesses, including at retail, insurance, and travel establishments. Customer service agents spend most of their time working with customers and clients to develop and strengthen business-customer relationships. These relationships are vital to the growth and prosperity of companies, as frustrated customers may not return for future business and the company could develop a bad reputation for poor customer care.
Customer service agents typically work in offices during typical business hours; this is especially true for agents in companies that have other businesses and offices as their primary clientele. Customer service agents in these positions often engage with clients over the phone, attempting to establish new contracts and building rapport with other businesses.
Customer service agents who work with individual customers may work a wide variety of orders; these agents respond to customer questions in areas such as issues with orders or products. Often, these inquiries are done over the phone, but many customer-agent interactions occur in stores.
Depending on the type of business, education requirements for a customer service agent may be anywhere from a high school diploma to a college experience and field-relevant licensing, such as a property license for customer service agents in an insurance company. Customer service agents quite often spend a lot of their time on computers, which makes basic computer skills an important qualification. Perhaps the most necessary skill, is the ability to communicate with customers in a friendly, professional, and engaging way.
Customer Service Agent Tasks
- Coordinate with customers to resolve any billing inquiries.
- Act as the first point of contact for customers seeking help with products or technical issues.
- Provide troubleshooting and technical assistance to customers.
- Assess the customer's needs and translation into solutions.