Customer service specialists first and foremost must ensure that customers' needs are met. They are often the first (and last) person a customer interacts with, and the customer might not have much time to get what they need from the company. The specialist must be able to think quickly on their feet and communicate effectively with customers. Customer service specialists are generally the liaisons between customers and companies, so they must have good knowledge of and relationships within their company. Solving other workers' issues will also sometimes be required, so learning the ins and outs of the company is a must.
Customer service specialists must have good phone and (as needed) email skills. They should have an outgoing personality and a positive demeanor. The best candidates will have a college degree and previous experience in the customer service industry.
Customer Service Specialist Tasks
- Investigate and follow up on customer problems.
- Document outcomes and steps taken.
- Update customer files and databases.
- Consult with customers by telephone or in person to provide information, take orders, answer questions and handle complaints.