Customer service officers (also known as customer service representatives or specialists) handle all aspects of the customer-business relationship. Usually, they work alone at desks, communicating with customers either on the phone or via the Internet. They often handle calls and emails from the customer to resolve issues or direct them to a department or person that specializes in their issue. Customer service officers also handle complaints, promote services or goods, and oversee billing and payment issues.
Because many of these officers' tasks involve customer relations, they need to have excellent verbal and written communication skills to effectively help customers. They also must be able to solve problems efficiently, work well with people, be a good listener, and remain calm when dealing with angry or upset calls from customers. They also should be able to take direction and lead others; in some cases, they help guide and train fellow customer service officers.
Many employers train on the job site for a customer service officer. The education needed for this job typically is a high school diploma or equivalent, which can be substituted for zero to three years of on-the-job experience.
Customer Service Officer Tasks
Develop, present, and implement policies and procedures to make sure the agency’s customers have a first-class experience when using the agency’s services.
Analyze delivery channels in the agency – including websites, social media, call centers, publication centers, and reception areas (walk-in traffic and calls) - identifying deficiencies and working with managers to fix them
Analyze customer wants, needs, and behaviors through surveys, usability studies, in-person interviews, and other research in customer experience.
Ensure that information and services delivered in writing (on the web, through social media, publications), including scripts (real-time chats, call centers), is written in plain language