Customer service representatives are a valuable resource in any consumer-driven organisation where providing an exemplary customer service experience is a priority. If you're looking at customer service jobs, then read on to find out more.
As a customer service representative, you are a customer’s first point of contact and so will be the first to hear about a query or issue. The very best customer service representative will take full ownership of a situation and seek to resolve things for the customer as efficiently as possible.
Customer service representatives do not just deal with customers over the phone, more and more organisations are offering customers the opportunity to contact them over email and social media channels, making it as easy as possible to raise a query, place an order or even make a complaint.
When applying for customer service jobs, remember accuracy and attention to detail are important as there will be data entry and computer work, updating systems and maintaining customer records.
Customer service representatives may also be expected to further promote products and services to customers. This means that they may also be expected to work towards some sales targets. When applying for customer service jobs, you may get asked about this during an interview.
Customer Service Jobs - the skills and experience you need
The best customer service representatives will have a passion for people and providing a quality service. They will have exceptional listening skills and be able to build rapport with people quickly.
They are tasked with understanding a customer query and then using problem-solving skills to get to the bottom of something and resolve it for the customer.
They will be motivated and driven to be productive, taking high volumes of calls and dealing with them efficiently. Customer service representatives will work towards Key Performance Indicators (KPIs) where they will be measured on productivity (how many calls they take) and the quality of the call in terms of adhering to procedures, accuracy and customer satisfaction.
In some customer representative jobs, you will need previous experience of working in a call centre, retail or hospitality. However more and more call centres are looking to recruit people based on their attitude, supporting them with a comprehensive training course when they start.
A career as a customer service representative
The call centre is a perfect place to develop your career. Across many call centres, there will be at least one senior manager who started off as a customer service representative. Typical roles that people will develop into include Coach, Team Manager, Team leader, customer service manager and even call centre manager.
Crawley is a large town and borough in West Sussex, England, with an estimated population of 106,597. Crawley is situated 28 miles south of Charing Cross in London, 18 miles north of Brighton and Hove, and 32 miles north east of the county town of Chichester.
Situated next to Gatwick Airport, Crawley has undergone tremendous industrial and commercial growth over the years. Crawley is also home to a range of facilities and amenities, including the modern County Mall shopping centre. Crawley boasts a vibrant shopping scene which is complimented by a range of restaurants and bars, along with the historic local market landscape.
Although historically referred to as the ‘Creepy Crawley’ of England, Crawley continues to emerge as a hub for modern working and living. Many newcomers to the Crawley have come from London, bringing with them a city based sensibility that creates an upbeat culture. The influx of people relocating from London to Crawley has also lead to increased growth and investment in amenities, businesses and services.
Crawley currently boasts one of the highest employment rates in the UK. Many prominent companies have offices and headquarters in Crawley, including Nestle, EasyJet, TUI Travel, Royal Mail and Siemens. These companies, combined with a continued influx of infrastructure investment and growth, have continued to create a wealth of jobs throughout Crawley across a range of sectors including Hospitality, Energy, Construction, Call Centre and Customer Service.