Customer Service

Summary
The Technical Customer Service job family is encompassing roles that provide specialised support for technical products and services. The range of roles includes, but is not limited to, technical support representatives, help desk analysts, product support engineers, and technical service advisors.

These positions are commonly found in technology, telecommunications, manufacturing, software, and engineering-driven industries where customers require expert guidance on product functionality, installation, and troubleshooting. The overarching objective is to resolve technical issues efficiently, minimise service disruptions for customers, and contribute to product improvement by feeding technical insights back to development and engineering teams.

Typical Activities

• Receiving and diagnosing technical enquiries from customers regarding product functionality, installation, configuration, and performance issues.
• Providing step-by-step troubleshooting guidance to customers via telephone, email, chat, and remote access tools to resolve technical problems.
• Documenting technical issues, solutions, and workarounds in knowledge management systems to support future case resolution and self-service resources.
• Escalating complex technical issues to engineering, development, or specialist support teams when first-level resolution is not possible.
• Identifying recurring technical problems and communicating trends to product development teams to support product quality improvements.
• Advising customers on product updates, upgrades, and best practices to optimise their use of technical products and services.

Synonyms or related job titles

Technical Support Representative, Help Desk Analyst, Product Support Engineer, Technical Service Advisor, IT Support Specialist, Tech Support Agent, Technical Customer Support Representative, Application Support Analyst.

Summary
The Non Technical Customer Service job family is comprising roles that assist customers with enquiries, transactions, and issues that do not require specialised technical knowledge. The range of roles includes, but is not limited to, customer service representatives, order processing clerks, account support specialists, and customer information advisors. These positions are found across a wide variety of industries, including retail, banking, insurance, hospitality, and public services. The overarching objective is to provide friendly, efficient, and accurate assistance with general product information, order management, billing enquiries, and account maintenance, ensuring a positive customer experience and supporting the organisation's service standards.

Typical Activities

• Responding to customer enquiries about products, services, pricing, and account details through telephone, email, chat, and in-person channels.
• Processing customer orders, payments, returns, and account changes accurately and in accordance with established procedures.
• Resolving non-technical customer issues, such as billing discrepancies, delivery problems, and service requests, by coordinating with relevant departments.
• Maintaining up-to-date customer records and ensuring data accuracy in customer relationship management systems.
• Gathering and analysing customer feedback to identify opportunities for improving service delivery and customer satisfaction.
• Referring technical or specialist enquiries to the appropriate teams while ensuring a smooth handover and positive customer experience.

Synonyms or related job titles

Customer Support Representative, Customer Service Advisor, Account Support Specialist, Customer Information Officer, Order Processing Clerk, Client Support Associate, Customer Care Representative, Service Desk Agent.

Summary
The Call Centre job family is comprising roles that deliver customer support and service primarily through telephone, text, and online chat channels. The range of roles includes, but is not limited to, call centre agents, contact centre representatives, inbound and outbound call handlers, and team leaders.

These positions are found across industries such as telecommunications, financial services, retail, utilities, and outsourced service providers. First-level roles may follow scripted dialogue to resolve routine requests, while more senior roles handle complex enquiries without scripts. The overarching objective is to provide efficient, high-quality remote customer support that resolves issues promptly and contributes to customer satisfaction and retention.

Typical Activities

• Handling inbound and outbound customer contacts via telephone, text, and online chat to address enquiries, process orders, and resolve service issues.
• Following established scripts and procedures for routine customer interactions while exercising judgement for non-standard situations.
• Logging customer interactions, updating databases, and creating trouble tickets to ensure accurate tracking and timely resolution of issues.
• Informing customers about additional products, services, and promotions to support cross-selling and up-selling objectives.
• Monitoring call quality metrics and service level targets to maintain consistent standards of customer care across the team.
• Escalating complex or sensitive customer issues to specialist teams or supervisors in accordance with defined procedures.

Synonyms or related job titles

Call Center Agent, Contact Centre Representative, Inbound Call Handler, Outbound Call Handler, Customer Contact Centre Advisor, Telephone Service Representative, Call Centre Team Leader, Customer Helpline Operator.

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 Complaints Management job family is comprising roles dedicated to receiving, investigating, and resolving customer complaints in a timely and effective manner. The range of roles includes, but is not limited to, complaints handlers, dispute resolution specialists, customer satisfaction analysts, and feedback coordinators. 

These positions are found across industries where customer retention and regulatory compliance depend on structured complaint handling, including financial services, telecommunications, healthcare, utilities, and retail. The overarching objective is to restore customer confidence through fair and efficient resolution of complaints, while capturing insights from complaint data to drive continuous improvement in products, services, and processes.

Typical Activities

• Receiving and documenting customer complaints through multiple channels, including telephone, email, chat, and in-person interactions.
• Investigating the root causes of complaints by gathering relevant information from customers, internal records, and cross-functional teams.
• Resolving complaints by offering appropriate remedies such as refunds, replacements, service adjustments, or corrective actions.
• Maintaining comprehensive records of all complaints, actions taken, and outcomes to support reporting and regulatory compliance requirements.
• Analysing complaint trends and patterns to identify systemic issues and recommend improvements to products, services, or processes.
• Communicating with customers throughout the resolution process to provide updates, manage expectations, and ensure satisfaction with outcomes.

Synonyms or related job titles
Complaints Handler, Dispute Resolution Specialist, Customer Satisfaction Analyst, Feedback Coordinator, Complaints Officer, Customer Resolution Specialist, Grievance Handler, Customer Advocacy Specialist.

Summary

The Field Service job family is encompassing roles that provide on-site customer support through scheduled visits or dispatched service calls. The range of roles includes, but is not limited to, field service technicians, field engineers, service installers, and on-site support representatives. These positions are commonly found in industries such as telecommunications, utilities, manufacturing, medical devices, and information technology, where products and equipment require installation, maintenance, or repair at the customer's location. The overarching objective is to deliver reliable, hands-on technical and non-technical support that keeps customer equipment and systems operational, strengthens client relationships, and upholds the organisation's service commitments.

Typical Activities

• Performing on-site installation, configuration, maintenance, and repair of products, equipment, or systems at customer locations.
• Diagnosing technical problems and errors in the field, determining appropriate solutions, and implementing corrective actions to restore functionality.
• Assessing customer service requirements during field visits and making recommendations for additional products, services, or upgrades.
• Maintaining positive relationships between the organisation and its clients by delivering professional, courteous, and timely on-site support.
• Documenting all field service activities, including work performed, parts used, and time spent, and reporting outcomes to relevant internal teams.
• Coordinating with internal departments such as engineering, logistics, and customer service to ensure seamless resolution of complex on-site issues.

Synonyms or related job titles

Field Service Technician, Field Engineer, Field Service Representative, On-Site Support Specialist, Service Installer, Field Support Engineer, Mobile Service Technician, Field Service Coordinator.