This post provides complete information on the job description of a customer service officer, to boost your understanding of the key tasks, duties, and responsibilities they commonly perform.
What Does a Customer Service Officer Do?
A customer service officer is one whose primary role is to respond to a variety of customer inquiries and requests through the telephone, in person (i.e., over the counter), or by using internet platforms such as the social media.
Depending on the nature of the company, the kind of requests and inquiries customers usually make may be on products and services, such as business and loan accounts, savings, telephone banking, checks, and internet services – for a bank.
Others may include death and disability insurance, superannuation products, and income protection – for an insurance company.
Basically the job description of a customer service officer involves acting as a liaison between the company and customers (acting as the company gatekeeper), and assisting with orders, complaints, errors, and lots of other queries.
The service officer is expected to interact with customers. This will enable him/her to provide and process information in response to customer concerns, inquiries, and requests about offers by the company.
Other duties usually in the job description of a customer service officer entails analyzing the behaviors of customers, their wants and needs, through various customer experience research methods like surveys, in-person interviews, and usability studies.
Customer Service Officer Job Description Example/Sample/Template
In most companies, the duties, tasks, and responsibilities usually performed by customer service officers are shown in the job description example given below:
- Assist in developing, presenting, and implementing policies and procedures to make sure company customers have a satisfactory experience when using its services
- Incorporate with the company’s CIO to see to it that the interface to data is easy to understand and use by customers
- Reach out to customers through technology or in person, communicating to them about the company’s services, and finding out about new services they want the company to offer
- Provide routine report to appropriate company managers and also customers about achievements and improvements planned to address prevalent deficiencies
- Train new staff on customer service techniques and skills
- Receive customer service inquiries
- Respond to customer service inquiries
- Promote company’s product and services
- Handle certain transactions
- Identify needs/wants of customers
- Make available product brochures for customers
- Update details for personal and business clients, such as name and address details
- Provide pricing and delivery information to customers
- Perform verification of customers
- Persuade customers until they reconsider any cancellation made
- Answer customer questions about warranties or terms of sale
- Suggest possible solutions whenever there is a malfunction in a product
- Educate customers on deals and promotions the company is offering
- Resolve complaints through phone, email, or social media
- Reach out to customers via phone call; verifying information regarding their account
- Greet customers in the warmest possible way and find out their problem or reason for calling
- Responsible for cancelling or upgrading accounts
- Assist with placement of orders, refunds, or necessary exchanges
- Provide advice on company information
- Ensure record of payment information and other pertinent information such as addresses and phone numbers are properly kept
- Handle product recalls
- Assist in selling products and services
- Utilize computer technology to handle high call volumes
- Collaborate with the customer service manager to ensure that proper customer service is being delivered
- Close out or open call records
- Regularly compile reports and submit to the management on overall customer satisfaction
- Implement changes in renewals or company policies
Customer Service Officer Job Description for Resume
A resume needed to seek the job of customer service officer can be prepared with information from the sample job description provided above.
The highlighted duties and responsibilities of the position contained in the description of the job can be adopted with some modification in making the work experience part of the resume.
Customer Service Officer Requirements: Skills, Abilities, and Knowledge for Career Success
The following list of skills and other attributes forms most employers’ important requirements, which applicants have to meet before they are considered for the job of customer service officer:
- Excellent communication skills – both oral and written, as well as a pleasant voice for effective communication
- Ability to handle pressure
- A degree in marketing or any related course; an experience of about 2 years is an added advantage
- Good management skills, and the ability to pay attention to details
- Good organizational, interpersonal, and problem solving skills
- Peoples skills: The service officer needs to have the right skills to be able to relate well with diverse groups of customers
- Computer proficiency: The customer service officer must be able to operate the computer and other related gadgets
- Highly motivated and enthusiastic
- Ability to work under little or no supervision
- Possess administrative skills, and the ability to work as part of a team
- Ability to multitask and be flexible
- A past experience in similar position or similar organization