How to Be Customer Service Specialist - Job Description, Skills, and Interview Questions

May 28, 2020 / 5 Minutes Read / By Albert

How to Become

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The lack of customer service specialists can have a negative effect on customer satisfaction and loyalty. If a customer has an issue with a product or service, they will be unable to get the help they need from a customer service specialist, which can lead to frustration and dissatisfaction. This, in turn, can cause customers to take their business elsewhere and even lead to negative word of mouth, resulting in decreased revenue and market share. To prevent this, companies must ensure they have adequate numbers of customer service specialists with the necessary skills and knowledge in order to provide customers with the help they need.

Steps How to Become

Complete a Bachelor's Degree. To become a customer service specialist, you should have at least a bachelors degree in business administration or a related field. This will give you the necessary skills and knowledge to be successful in this position.
Gain Experience in Customer Service. You should gain experience in customer service prior to becoming a customer service specialist. This could be in the form of an internship or working part-time in a customer service role.
Become Certified. Many employers prefer to hire customer service specialists who are certified by the International Customer Service Association (ICSA). The certification is available for those with at least two years of customer service experience.
Consider Specialization. Consider specializing in a specific area such as technical support, retail, or health care. This will help you to stand out from other applicants and make you more attractive to potential employers.
Develop Soft Skills. Developing your interpersonal and communication skills is essential to being successful as a customer service specialist. You should be able to listen carefully to customers and understand their needs in order to provide the best possible service.
Stay Up to Date. Technology is constantly changing and so is customer service. To stay ahead of the curve, you should stay up to date on the latest trends and developments in customer service. This could include attending conferences and workshops or reading industry publications.

Staying ahead and competent as a Customer Service Specialist requires a combination of knowledge, skills and commitment. One way to stay ahead is to keep up with developments in the customer service field by regularly reading industry publications and attending relevant conferences. staying current on new technologies and customer service systems can help to ensure that customer service representatives are providing customers with the highest level of service.

Finally, making the effort to stay up-to-date on customer service best practices, such as providing prompt, friendly and accurate responses to customer inquiries, can help Customer Service Specialists remain competitive and highly regarded in their field. By taking the time to stay informed and committed to providing the best possible service, Customer Service Specialists can ensure they remain competent and ahead of the competition.

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Job Description

Handle customer inquiries, complaints and feedback in a timely and professional manner.
Develop a deep understanding of product features and benefits.
Provide accurate and timely resolution to customer inquiries.
Ensure customer satisfaction by providing prompt and friendly service.
Identify customer needs and provide appropriate solutions.
Maintain a positive and professional atmosphere with customers.
Monitor customer feedback to ensure that all customers are satisfied with their experience.
Record customer feedback and escalate issues when necessary.
Stay up to date with product changes and updates.
Assist with sales, promotions, and marketing activities.

Skills and Competencies to Have

Excellent communication skills, both verbal and written
Strong interpersonal skills
Problem-solving and conflict resolution abilities
Knowledge of customer service principles and practices
Computer literacy, including proficiency in relevant software programs
Ability to manage multiple tasks simultaneously and prioritize effectively
Patience and empathy when dealing with customers
Ability to remain calm and professional in difficult situations
Attention to detail
Knowledge of product lines and services

The key to being a successful customer service specialist is having excellent communication and people skills. Communication is vital for customer service specialists because they are the primary point of contact between customers and the company. Having strong communication skills enables customer service specialists to effectively convey information to customers, address their concerns, and provide helpful solutions.

People skills are also essential for customer service specialists as they must be able to build positive relationships with customers, understand their needs, and anticipate their questions. By having great communication and people skills, customer service specialists can provide an outstanding customer experience that will leave customers feeling satisfied and appreciated. This, in turn, will result in increased customer loyalty, stronger customer relationships, and higher customer retention rates.

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Frequent Interview Questions

What experience do you have in customer service?
How do you handle difficult or irate customers?
What do you think are the most important qualities of a Customer Service Specialist?
Describe a time when you went out of your way to provide outstanding customer service.
How do you stay organized with multiple customers and inquiries?
What strategies do you use to handle customer complaints?
How do you keep up with new products and services?
How do you prioritize customer requests?
What software and tools do you use to support customer service?
Are you comfortable working with customers from diverse backgrounds?

Common Tools in Industry

Customer Relationship Management (CRM) Platform. A software platform used to manage customer relationships, track customer interactions, and store customer data. (eg: Salesforce)
Chatbot Software. A software application that uses artificial intelligence to simulate conversations with customers. (eg: Drift)
Knowledge Base Software. A platform that stores frequently asked questions, answers, and other information to help customers find the information they need. (eg: Help Scout)
Help Desk Software. A software used to manage customer inquiries and requests. (eg: Zendesk)
Live Chat Software. A software used to enable customer service agents to interact with customers in real-time via a website or mobile app. (eg: Intercom)
Survey Software. A software used to create and distribute surveys to customers for feedback and insights. (eg: SurveyMonkey)

Professional Organizations to Know

National Retail Federation
National Association for Customer Service Professionals
American Society of Customer Service Professionals
International Customer Service Association
Society of Professional Customer Service Managers
Association of Customer Service Management
Professional Association of Customer Engagement
American Management Association
Customer Experience Professionals Association
International Council of Customer Service Organizations

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Common Important Terms

Customer Support. The act of providing assistance to customers with product/service related inquiries and complaints. This includes responding to customer requests, resolving customer issues, and offering advice or guidance.
Customer Service Representative. A customer service representative is an individual who works for a business and is responsible for providing assistance to customers in a variety of ways. This includes answering customer questions, resolving customer complaints, and providing advice on product/service offerings.
Quality Assurance. Quality assurance is the process of ensuring that products or services meet certain standards of quality, usually established by the company or regulatory body. Quality assurance involves testing products and services to ensure they meet the specified requirements.
Troubleshooting. Troubleshooting is the process of diagnosing problems with products or services. It involves identifying the source of the problem and implementing solutions to resolve it.
Technical Support. Technical support is the process of providing assistance to customers with technology-related issues. This includes providing instruction on how to use a product or service, troubleshooting technical problems, and providing advice on technical matters.

Frequently Asked Questions

What is a Customer Service Specialist?

A Customer Service Specialist is a professional who provides customer service and support to customers through various channels such as telephone, email, web chat, and social media. They are responsible for resolving customer inquiries, providing product and service information, and addressing customer complaints.

What qualifications do I need to be a Customer Service Specialist?

To become a Customer Service Specialist, you typically need a high school diploma or equivalent and prior customer service experience. Additional qualifications may include excellent communication skills, knowledge of customer service software, and experience working in a call center environment.

What hours do Customer Service Specialists typically work?

Most Customer Service Specialists work full-time hours during regular business hours. However, some positions require shift work and may include evenings, weekends, and holidays.

What are the primary duties of a Customer Service Specialist?

The primary duties of a Customer Service Specialist include responding to customer inquiries in a timely manner, providing product and service information, addressing customer complaints, and providing solutions to customer issues.

What are the primary benefits of working as a Customer Service Specialist?

Working as a Customer Service Specialist offers a variety of benefits including career growth opportunities, job stability, and the opportunity to help customers. Additionally, many employers offer competitive salary and benefit packages.