How to Be Call Center Customer Service Representative - Job Description, Skills, and Interview Questions

Jul 7, 2020 / 5 Minutes Read / By Albert

How to Become

Professional Organizations

FAQ

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The rapid growth of the call center customer service industry has had a significant impact on the customer experience. By providing a convenient and efficient way to interact with customers, call centers have revolutionized customer service. This has resulted in higher customer satisfaction ratings, increased customer loyalty, and improved customer retention.

the presence of call centers has reduced the amount of time customers spend waiting on the phone for assistance, which helps to save both the customer and the company time and money. As a result, more companies are investing in the call center customer service industry in order to provide the best customer experience possible.

Steps How to Become

Obtain a high school diploma or GED. Most customer service representative positions require a high school diploma or General Education Development (GED) certificate.
Pursue a college degree. While a college degree is not always required for customer service representative positions, many employers prefer to hire individuals with a degree in a related field such as business or communication.
Acquire customer service experience. Many employers prefer to hire experienced customer service representatives. Consider working in retail, hospitality, or any other industry that requires dealing with customers in order to gain customer service experience.
Obtain a call center certification. Training programs for call center customer service representatives are available through many community colleges and technical schools. These programs typically cover topics such as telephone etiquette, customer service techniques, and computer systems.
Apply for a customer service representative job at a call center. Many companies post open positions on their websites, while others may list open positions on job boards such as Indeed or Monster.
Prepare for the interview. During the interview process, employers may ask questions about your customer service experience, communication skills, and ability to work under pressure.
Complete any necessary training. Some employers may require additional training before placing a new customer service representative in a position. This training may include product knowledge, computer system navigation, and customer service techniques.

Staying ahead and capable as a Call Center Customer Service Representative requires dedication, discipline, and hard work. Taking the initiative to stay informed about the latest customer service trends and technologies will help you stay ahead of the competition. Keeping up with customer service training courses and webinars helps you stay up to date on the latest customer service techniques and strategies.

Being organized and efficiently managing your time are also essential for staying ahead and capable. Having an effective communication style and being an active listener can help you better understand customer needs and expectations. By taking these steps, you can ensure that you are able to provide a high level of customer service and keep up with the demands of a Call Center Customer Service Representative role.

You may want to check Call Center Technical Lead, Call Center Scheduler, and Call Center Operations Analyst for alternative.

Job Description

Answer customer inquiries over the phone, via email, or in person.
Provide excellent customer service to all customers, ensuring customer satisfaction.
Troubleshoot customer issues and provide resolution for customer complaints.
Follow up with customers to ensure customer satisfaction.
Process orders and handle payment information.
Maintain updated customer records in a computerized database.
Make outbound calls to customers to ensure satisfaction with products or services.
Educate customers on product information and features.
Identify cross-selling opportunities and upsell products or services.
Evaluate customer feedback and provide suggestions for improvement.

Skills and Competencies to Have

Excellent communication skills, both written and verbal
Ability to develop and maintain positive customer relationships
Knowledge of customer service principles and practices
Ability to use problem-solving techniques and handle difficult customer interactions
Proficiency in computer software, including Microsoft Office and customer service databases
Ability to multitask and prioritize customer inquiries
Strong knowledge of company products and services
Ability to remain calm in stressful situations
Patience and empathy when dealing with customers
Ability to work independently with minimal supervision

The ability to communicate effectively is an essential skill for any Call Center Customer Service Representative. Good verbal and written communication skills are needed to interact with customers, listen to their needs, and provide clear and concise responses. the ability to stay calm and patient in difficult situations is essential in order to handle customer complaints and resolve customer issues.

Understanding customer service procedures and policies, as well as having basic knowledge of the products or services offered by the company, is also important for customer service representatives. Finally, having strong organizational skills and the ability to multitask are essential for managing multiple customer inquiries and resolving customer issues in a timely manner. All these skills combined make a customer service representative an invaluable resource for any call center.

Call Center Business Analyst, Call Center Fraud Analyst, and Call Center Representative are related jobs you may like.

Frequent Interview Questions

What experience do you have in customer service?
What makes you the best candidate for this role?
How do you handle difficult customers?
Tell me about a time when you had to deal with an irate customer.
How do you handle stressful situations?
What skills do you possess that make you a great customer service representative?
Tell me about your experience with using a computer for customer service.
How do you handle multiple customers at once?
What do you do when a customer has a complaint that is outside of your control?
Are you comfortable working with a variety of people?

Common Tools in Industry

CRM Software. Customer Relationship Management software used to better manage customer interactions, sales and marketing. (eg: Salesforce)
Telephony Software. Software used to make calls, route calls and handle customer inquiries. (eg: Cisco Finesse)
Chatbot Software. A computer program that simulates conversation with users over the internet. (eg: Dialogflow)
Knowledge Base Software. A repository of information used to help customers troubleshoot issues and answer common questions. (eg: Zendesk)
Database Software. Software used to store customer data and track customer interactions. (eg: Oracle Database)

Professional Organizations to Know

International Customer Service Association (ICSA)
National Association of Call Centers (NACC)
Direct Selling Association (DSA)
Professional Association of Customer Engagement (PACE)
Association of Customer Experience Management (ACEM)
American Teleservices Association (ATA)
National Call Center Association (NCCA)
Customer Contact Council (CCC)
Institute of Customer Service (ICS)
Society for Consumer Affairs Professionals International (SCAP-I)

We also have Call Center Performance Manager, Call Center Reservation Agent, and Call Center Supervisor/Trainer jobs reports.

Common Important Terms

Call Routing. The process of connecting incoming calls to the appropriate customer service representative.
Call Center. A centralized office used for the purpose of receiving and transmitting a large volume of requests by telephone.
Automated Phone System. A computerized system that enables customers to interact with a company without speaking to a live customer service representative.
Voicemail System. An automated system that allows customers to leave a recorded message after calling a customer service representative.
Help Desk. A support center where customer service representatives provide technical assistance and troubleshooting services.
Quality Assurance. The process of evaluating the quality of products, services, and customer service procedures to ensure they meet set standards.
Customer Satisfaction Survey. A questionnaire designed to measure customer satisfaction with a company's products or services.
Knowledge Base. A collection of information and data related to the products and services offered by a company.
Scripting. Pre-written statements or questions used by customer service representatives to ensure consistent customer service interactions.
Conflict Resolution. The process of resolving disputes between customers and customer service representatives.

Frequently Asked Questions

What is the primary role of a Call Center Customer Service Representative?

The primary role of a Call Center Customer Service Representative is to provide customer service support to clients and customers via phone, email, or other communication methods.

What qualifications are needed to become a Call Center Customer Service Representative?

Qualifications to become a Call Center Customer Service Representative typically include a high school diploma or equivalent, excellent verbal and written communication skills, and experience with customer service software and systems.

What is the average salary for a Call Center Customer Service Representative?

According to PayScale.com, the average salary for a Call Center Customer Service Representative is $36,731 per year.

How often do Call Center Customer Service Representatives interact with customers?

Call Center Customer Service Representatives typically interact with customers on a daily basis.

What type of training do Call Center Customer Service Representatives receive?

Call Center Customer Service Representatives typically receive training on customer service techniques, product knowledge, problem-solving strategies, and company policies and procedures.