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Customer Service

Summary

Customer service representatives aid customers looking for help with problems and issues they may have encountered before, during, or after a sale is made. They will 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

  • Take calls 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 calls to appropriate departments when necessary.

Synonyms or related job titles

Customer Service Representative, Customer Service manager, Customer Success Manager, Relationship Manager, Client Information Worker

Summary

Call centre agents provide basic customer service for more complex issues and solutions by phone, text or online chat. It's their responsibility to respond to questions, queries and inbound support issues unrelated to a product or service - though they may pass on information regarding price.

Typical activities

  • Provide customer service by phone or online
  • 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 Centre Representative, Inbound Call Centre Representative, Outbound Call Centre Representative, Contact Centre Representative, Call Centre Supervisor, Customer Contact Centre, Telemarketing, Telemarketer

Summary

Non-technical customer service representatives offer customers aid on non-product specific concerns and questions, including areas such as sales, promotions, and account maintenance. They may also take escalated phone calls and use discretion to deescalate upset customers. They always seek to resolve customer disputes in a courteous, fair manner that puts the organization’s best face forward.

Typical activities

  • Resolve problems and answers questions related to non-product areas such as sales and account maintenance.
  • Transfer calls with 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

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

Technical customer service representatives answer customer questions and resolve customer disputes, especially as it relates to products and services. They handle technical questions, identify upselling opportunities, and assist in client onboarding. They also 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 provides the information customers need to move forward with a purchase.
  • Offer installation, setup, and troubleshooting information for new and current customers.
  • Look for opportunities to increase revenue via upselling.

Synonyms or related job titles

Technical Customer Support Representative