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Customer Service

Summary
Customer Service representatives 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

  • Answer calls, e-mails, chat messages or personal inquiries from customers, aiding them with answers to their questions and solutions to their problems.
  • Coordinate with other departments to ensure each solution meets the customers’ needs.
  • Transfer 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
Call Center Agents provide 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 centre workers may use scripted dialogue to resolve client requests and issues.
Second and third level call centre workers are not known to use scripted dialogue.

Typical Activities

  • Provide customer service by phone or online.
  • Directly respond to non-complex, non-product related queries.
  • Update databases and process customer orders.
  • Create trouble tickets and resolve complaints.

Synonyms or related job titles

Call Center, Inbound Call Center, Outbound Call Center, Contact Center, Customer Contact Center, Telephone Service

Summary

Complaints Management staff interact with customers to provide basic or scripted information in response to routine inquiries about products and services. Will handle and resolve general complaints. Duties range from conferring with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints to checking to ensure that appropriate changes were made to resolve customers' problems.
May be involved in a company’s quality management process.

Typical Activities

  • Confer with customers via phone, chat or in person to resolve complaints about products or services.
  • Keep records of customer interactions or transactions, inquiries, complaints, comments, actions taken.
  • Resolve customers' service or billing complaints by exchanging merchandise, refunding money, or adjusting bills and offering advice on workarounds.
  • Complete contract forms, prepare change of address records, or issue service discontinuance orders.

Synonyms or related job titles
Complaints Handling, Feedback Management, Customer Satisfaction

Summary

Field Service staff provide on-site customer support during (scheduled) field visits or dispatches.  They are identify customer’s service requirements, make appropriate recommendations and maintain positive relationships between client and vendor. The job holder may diagnose errors and technical problems before determining proper solutions and perform on-site installation, repair, maintenance, and test tasks. They may also prepare detailed service reports and document processes.
They keep records of services and processes provided and communicate customers’ needs or complaints to relevant departments for quality management. 

Typical Activities

  • Comprehend customer requirements and make appropriate recommendations. 
  • Provide service and customer support during field visits or dispatches.
  • Manage all on-site installation, repair, maintenance, and test tasks.
  • Report all actions taken and involve other departments if necessary.

Synonyms or related job titles

Field Representative, Field Staff, Field Technician

Summary
Non-Technical Customer Service representatives offer customers aid on non-technical concerns and questions. They may use discretion to solve non-technical problems. They seek to resolve customer disputes in a courteous, fair manner that puts the organization’s best face forward.

Typical Activities

  • Resolve problems and answer questions related to non-technical areas such as sales and account maintenance.
  • Transfer calls with specific and/or technical questions to the appropriate departments.
  • Work to enhance and streamline customer service strategies in response to customer surveys.

Synonyms or related job titles

Customer Support Representative

Specialized Customer Service jobs that cannot be assigned to one of the specific subfamilies should be matched here, in "Other Customer Service Disciplines".

Summary
Technical Customer Service representatives answer customer questions and resolve customer disputes, especially related to technical aspects of products and services. . They handle technical questions, identify upselling opportunities, and assist in client onboarding. They track success through various stats and metrics, including engagement, churn, etc.

Typical Activities

  • Receive customer questions and inquiries related to products and/or services and provide information and support.
  • Offer installation, setup, and troubleshooting information for new and current customers.
  • Look for opportunities to increase revenue via upselling.

Synonyms or related job titles

Tech Support, Technical Customer Support Representative