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.