Customer service, simply put, means interacting with customers to provide information regarding inquiries about products or services as well as to handle and resolve complaints. Occasionally, one who is in customer service would also have to play a support role in making sales. These interactions take place by telephone; by e-mail, fax, or regular mail correspondence; or even in person.
Most customer service work takes place in a call/customer contact centre. The world of a customer service employee in a call centre revolves around working with computers and telephones. That said, teamwork and communication with others is important as there are numerous incidents that require extra guidance from the supervisor or from a different department that would know the technical aspects to assist customers better.
Working hours can differ too, and as extended or 24 hours operation becomes more popular in call centres, shift work is common in the industry, with weekend or holiday work being necessary sometimes. A non-call center personnel would be placed in an office or a help desk to deal with customers face-to-face, working standard office hours according to the company.
Nearly 1 out of 5 customer service representatives work part time, due to its flexible hours, thus creating opportunities for seasonal work.
Most entry-level jobs in the area require only a diploma, but the standards are rising as demand grows. Basic to intermediate computer knowledge, good interpersonal skills, problem-solving skills, excellent verbal communication and listening skills are the standard criteria for a customer service personnel. Having a friendly personality and a professional manner, on top of having patience would be important as it is a direct point of contact for customers. Speaking more than one language is also considered a plus.
Training requirements vary by industry, mostly some training prior to beginning work, and training continues once on the job.
Job prospects are expected to be excellent. Customer service is one area that various companies in all sorts of industries would require to perform their operations smoothly. Thus, there is a great demand, and a variety of industries to choose from. Experienced workers can move up within the company into supervisory or managerial positions or they may move into other departments. Call centres located offshore for Western corporations, increase job opportunities in countries like ours. Demand in customer service is also generally resistant to major fluctuations in economy.
Average salary for the fresh entrant is reported to be between RM1500-2800, where bigger companies would naturally be able to pay in the higher range. As one climbs the ladder into customer service management or even as a trainer, they could earn up to more than RM6,000.
Although dealing with difficult customers can be trying, but being able to help resolve problems can be very rewarding. The nature of working in a team also promotes a close-knit culture at work. As a result, working in customer service can be a very good experience for a starting point, or even as an area to climb the ladder in.
