Enhancing skills and gaining experience are not sufficient for customer service officers to progress swiftly; they also need to have their own secrets.
Becoming a top customer service manager or advancing to a senior position - customer service director is always the expectation of customer service staff. Besides constantly trying and making efforts, are there any other secrets to quickly advance this position? What are the necessary and sufficient conditions to become a professional customer service staff? Navigos Search will provide you with the answer right in the information below. It would be a pity if you missed it!
1. What is a customer service officer?
Customer service officers are those who support and directly contact customers to receive, answer, and handle customer inquiries during the process of experiencing the business's products and services.
Customer service officers are also responsible for communicating and working with departments within the business such as sales, marketing, and product distribution to solve customers' problems. In a business, customer service is one of the key and indispensable departments.
What is a customer service officer?
2. Customer service officer job description
In general, customer service officers will have to ensure that customer problems are resolved effectively with the highest satisfaction. As a result, it contributes to improving the quality, service, and reputation of the business. The specific jobs of customer service officer are as follows:
During the sales process
- Receive information via phone, email, text message, website, and social networking sites (Facebook, Instagram, and Zalo) to identify questions and problems customers are facing.
- Clarify customers' problems, requirements, and opinions to promptly provide solutions, advice, and answers.
- Coordinate directly with relevant departments to resolve customers' issues as quickly as possible.
After the sales process
- Collect feedback and reviews from customers and report to relevant departments to capture information on customers who have purchased products and used services.
- Receive and resolve arising problems and complaints from customers during use.
- Answer inquiries and handle issues related to refunds and goods return after sales.
Other duties
- Introduce promotional programs and preferential services of the business to customers.
- Monitor and continuously update policies related to products and services.
- Manage received and processed calls.
- Collect customer information and store customer records for easy processing when necessary.
Duties of customer service officers
3. Skills and qualities required of customer service officers
A customer service officer needs to meet the following basic requirements:
Knowledge of the business's products and services and experience
Normally, customer service officer recruiters will not pay too much attention to a candidate's qualifications. Instead, this position will require the applicant to have a deep understanding of the products and services that the business is providing.
Additionally, you must have at least a year of experience in sales, consultants, or customer care.
Listening and communication skills
The characteristic of the customer service profession is that you must know how to receive information and grasp customer psychology accurately. Listening skills will be a great assistant for you. Listen to know and understand what problems customers are facing and what they need. Through that, you can advise customers on the most appropriate products and services.
Associated with listening skills is communication. Those with good communication skills will effectively convey information to listeners and leave a good impression on customers. Communication skills will help you convince customers more effectively, coordinate well and exchange work information clearly with other departments in the business.
Ability to work well under pressure and patience
Working in customer service, you could run with challenging clients who can't control their emotions. You must be able to withstand pressure well and be patient to handle all situations well.
It takes time for a customer to make a purchasing decision. Customers may not purchase at that particular moment, but that doesn't mean they won't in the future. As a result, you should be patient with every customer so that they will decide to buy from you when they have gained sufficient confidence and conviction.
Relationship building skills
If your business regularly organizes parties and extracurricular activities, you should actively participate to interact and make more friends. Meetings can be held within the company or with partners and other companies. Therefore, there will be many opportunities for you to expand your relationships and improve your career development opportunities.
Confidence, constantly learning
A customer service career requires you to constantly update your business's new products and services and information from competitors. When interacting with customers, you are the ambassador for your business's products and services. Thus, confidently prepare knowledge related to product information to answer all customers' questions. Train yourself in self-study skills anytime, anywhere to gain more knowledge for life and work.
View more: Necessary requirements of a professional customer service supervisor
Requirements needed in the profession
4. Promotion roadmap for customer service officers
The promotion path is the orientation to develop your career development. As a customer service officer, you can advance to customer service manager or senior leadership - account director. When applied properly with the appropriate roadmap, you will better understand your own potential to set goals and create motivation to strive to develop your career.
To quickly advance, you should participate in training courses to improve your professional qualifications offered by your employer or reputable centers. These will enable you to enhance your expertise and acquire a thorough knowledge base. Customer service officers can take courses on customer service thinking, customer service skills, customer service attitude, complaint resolution, and ways to build relationships.
You will be a great asset to the company and have a higher chance of success if you have the in-depth professional knowledge and the abilities essential to produce high work efficiency. When you put your heart and soul into your profession, you will be loved and trusted by customers towards long-term service use and receive trust from the board of directors. As a result, you will have more promotion opportunities.
5. Current salary
The salary of customer service officers ranges from VND 7 to VND 10 million per month. For some special occupations that require more in-depth knowledge than other common service industries such as Law, Logistics, and software technology, your salary may be higher, about VND 15 - 20 million per month.
In general, the salary for service officers is relatively stable. If you have seniority in this job, you will get an ideal salary. Salaries also vary depending on the size of the business or place of work.
6. customer service staff
To provide users with top-notch service and shopping experience, companies are now concentrating on customer care in addition to researching and developing new products to meet customer needs. Therefore, the customer service officer recruitment demand will increase with high salaries, opening up great job opportunities for those who pursue them.
7. Where is a good place to find a job as a customer service officer?
An ideal working environment is one of the primary factors affecting the advancement process of a customer service officer. You will have many advancement opportunities if you work in a professional environment with reasonable benefits and reward regimes.
However, it is difficult to evaluate whether a business's working environment is good without practical work experience. Maybe this working environment is good for you but not for others. Thus, assessing a good working environment is based on each person's experience.
How to choose the best working environment? The best suggestion right now is to find a reputable job search address. Seeking assistance from a headhunter is the most optimal solution. Through Headhunter, candidates not only have the opportunity to find a suitable job and an ideal working environment but also receive enthusiastic guidance and help in the process of accepting a new job. Thanks to that, you don't need to worry about being confused or finding it difficult to integrate into the company.
Finding a job through a headhunter is the best choice
Established in 2002, Navigos Search is the top and most optimal choice for job seekers and recruiters with many outstanding strengths:
- 375,000+ high-level candidate profiles and 85,000+ senior management candidate profiles have become a rich resource to help headhunters support job searching and "talent hunting" in all jobs and fields.
- Consultants are experienced recruitment experts with a deep understanding of each specific industry and field. Thus, they understand the specific recruitment needs in each industry.
- The recruitment process is strict. Candidates who search for jobs or leave their CVs on Navigos Search's website will become potential candidates in Navigos Search's candidate data source. From the Customer's recruitment requirements, our experts will search for suitable
- CVs and proactively contact candidates. After contact, we will advise candidates on the business, market, recruitment requirements, and how to negotiate attractive salaries.
- The working process is rigorous. Navigos Search provides businesses with a list of potential candidates after a thorough evaluation and accompanies your unit throughout the "success after joining" process.
- Advanced recruitment solutions help recruit faster with the largest database of candidates. Our consultants have extensive experience in the recruitment market and a deep understanding of each industry.
With over 20 years of experience in recruitment, Navigos Search is proud to bring millions of top quality job opportunities to job seekers and help hundreds of thousands of businesses across Vietnam get the quality personnel.
Navigos Search - Vietnam's leading middle and senior-level personnel recruitment company
With outstanding strengths, Navigos Search is proud to be the best connection for job seekers and employers in Vietnam. Don't hesitate to contact us if your business is looking for talent or you desire to become a customer service officer or any middle or high-level job position!
Navigos Search - Vietnam's leading middle and high-level talent hunting company