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How To Get A Job in Customer Service

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What is Customer Service?

Customer Service involves providing support to customers before, during, and after making a purchase.

These interactions can happen face-to-face, over the phone, and online. It is the role of the Customer Service team to provide answers to any questions that customers may have, as well as useful information, promotional offers, and likeminded products that may also be suitable for purchase.

What is a job in Customer Service like?

Customer Service is one of the biggest sectors in the UK, with thousands of people working in roles across the country.

A customer service job revolves around interacting with customers throughout the day. This could be while working in a shop, in an office, or even from home. Roles are suited to people who are comfortable interacting with people, good communicators, and those knowledgeable about the product their business sells.

Typical duties of a Customer Service Advisor include:

  • Balancing priorities
  • Dealing with people in a friendly manner
  • Provide useful product knowledge
  • Working within a team
  • Up-sell relevant items where possible

Who employs Customer Service teams?

Almost all types of business provide customer support, however industries that provide a remote service, such as banks, insurance, and utility companies will employ large customer service teams due to their large number of products and customers. A few good examples: Barclays, EE, First Direct, GiffGaff, Nationwide, Santander, TSB, Virgin.

What qualifications and training are required?

There are many entry-level jobs available, which normally require little to no experience, and only some formal education. In many roles, a polite, friendly manner is more important than what is on your C.V., so it’s crucial you display this in your interview!

There are many opportunities to climb the ladder in customer service, which is often done by working your way up through promotions. When you have adequate knowledge and experience, you can go from being a Call Handler to a Call Centre Team Leader, and progress into a Management role.

What are the key skills in a Customer Service job?

The most important skill when working in one of these roles is to be personable, friendly, and helpful. You are a representative of the business you work for, and your goal is to provide useful knowledge around a specific product or range of products. Success is measured in the number of sales you make, as well as customer satisfaction.

Other key skills include:

  • Clear communication skills
  • Confident dealing with the general public
  • Highly motivated
  • Polite and calm manner
  • Problem-solving skills
  • Resilient to unhappy customers
  • Understanding of product range

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