Customer Service Executive

Today's customers are increasingly demanding more personal attention from the companies/stores they purchase from; the product could be a computer, a washing machine or a service like electronic banking or insurance. Add to that online shopping or tele-shopping and the need for customer service goes up even more. Customer service representatives are the people who provide this kind of help, answering questions about products and services and trying to resolve complaints.

Broadly, the work in customer services would encompass greeting customers, recording information about customers and their problems, finding answers to customers' questions, recognising when problems are beyond their scope and referring them to others, and interacting with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.

Some customer service representatives work in an office and do general office work as well as helping with people who come in or telephone. Others spend all their time answering customers' questions. Many work in dedicated call centers and they are usually described as Telemarketers and Call Center Agents who talk to customers on the telephone. Now companies are offering customer service via email.

Communicating clearly, speaking more than one language: English plus one or more local/regional languages, working well with difficult and sometimes irate customers, paying attention to detail, following an established procedure, explaining things to people, general office skills, sitting in one place for long periods or moving around (as the work demands) are some typical requirements and skills for all customer service jobs.

Basic skills in handling communication technology such as telephone, e-mail, public address systems, computers etc. are important for all customer service jobs. A clean and tidy appearance, good personal hygiene, clear diction, pleasant voice, a cool head with a warm personality and a helpful nature are important attributes for success in customer services.