Summary
The Customer Service job family is responsible for providing customer service to internal and external customers. This includes responding to customer inquiries, resolving customer complaints, and providing information about products and services.
Job holders help customers with problems and issues they may have encountered before, during, or after a sale is made. They coordinate with other departments to find answers and solutions in a courteous, helpful manner that address customer problems on a case-by-case basis.
Typical Activities
- Answers calls, e-mails, chat messages or personal inquiries from customers, aiding them with answers to their questions and solutions to their problems.
- Coordinates with other departments to ensure each solution meets the customers’ needs.
- Transfers inquires to appropriate departments when necessary.
Synonyms or related job titles
Customer Care, Customer Success, Client Information, Client Service, Account Representative, Customer Relationship, Client Relationship
Summary
The Technical Customer Service job family is responsible for providing customer support for technical products and services. This includes troubleshooting technical problems, providing technical assistance, and responding to customer inquiries. Technical Customer Service Representatives are expected to have a high level of technical knowledge and be able to effectively communicate with customers.
Typical Activities
- Receives customer questions and inquiries related to products and/or services and provides information and support.
- Offers installation, setup, and troubleshooting information for new and current customers.
- Looks for opportunities to increase revenue via up-selling.
Synonyms or related job titles
Tech Support, Technical Customer Support Representative
Summary
The Non Technical Customer Service job family is responsible for providing customer service to non-technical customers. This may include providing information about products and services, taking orders and payments, and resolving customer service issues. They may also be responsible for managing customer accounts, handling customer inquiries, and providing customer support.
Typical Activities
- Resolves problems and answers questions related to non-technical areas such as sales and account maintenance.
- Transfers calls with specific and/or technical questions to the appropriate departments.
- Works to enhance and streamline customer service strategies in response to customer surveys.
Synonyms or related job titles
Customer Support Representative
Summary
The Call Center job family provides customer service and solutions via phone, text or online chat. They respond to questions, queries, and inbound support issues related to a product or service. They may also call or text customers to update them on additional services and products.
First level call center jobs may use scripted dialogue to resolve client requests and issues.
Second and third level call center jobs are not known to use scripted dialogue.
Typical Activities
- Provides customer service by phone or online.
- Directly responds to non-complex, non-product related queries.
- Updates databases and process customer orders.
- Creates trouble tickets and resolves complaints.
Synonyms or related job titles
Call Center, Inbound Call Center, Outbound Call Center, Contact Center, Customer Contact Center, Telephone Service
Please match in this collective family all specialized Customer Service jobs that cannot be assigned to one of the above-mentioned families. Competencies from the parent family will be shown. A selection of parent family-specific Benchmark Job Matches is available and can be selected manually. The availability of benchmark job matches depends on the survey vendor chosen.
Summary
The Complaint Management job family manages and resolves customer complaints in a timely and efficient manner. They work to improve customer satisfaction and resolve issues that may arise. They may also provide customer service support and help to resolve customer inquiries.
Typical Activities
- Confers with customers via phone, chat or in person to resolve complaints about products or services.
- Keeps records of customer interactions or transactions, inquiries, complaints, comments, actions taken.
- Resolves customers' service or billing complaints by exchanging merchandise, refunding money, or adjusting bills and offering advice on workarounds.
- Completes contract forms, prepare change of address records, or issue service discontinuance orders.
Synonyms or related job titles
Complaints Handling, Feedback Management, Customer Satisfaction
Summary
The Field Service job family provides on-site customer support during (scheduled) field visits or dispatches.
Job holders identify customer’s service requirements, make appropriate recommendations and maintain positive relationships between client and vendor. They may diagnose errors and technical problems before determining proper solutions and perform on-site installation, repair, maintenance, and test tasks.
Typical Activities
- Comprehends customer requirements and makes appropriate recommendations.
- Provides service and customer support during field visits or dispatches.
- Manages all on-site installation, repair, maintenance, and test tasks.
- Reports all actions taken and involves other departments if necessary.
Synonyms or related job titles
Field Representative, Field Staff, Field Technician