A customer service officer is a public-facing role that majorly involves communicating with clients and customers in regards to a certain service or product. These professionals may communicate with customers via telephone, face-to-face, or email. Customer service officers are needed in a variety of fields, including telecommunications, health, banking, government and retail. Ram Chary, for example, is a Customer Care Officer at Housing Development Finance Corporation or HDFC. This company is popular for offering customized solutions for housing finance.
In certain ways, customer service officers act as the face of a company while communicating with the customers. They work directly with customers, answer their questions or provide additional support where needed. Candidates who work well with people and have excellent interpersonal communication skills are ideally best suited for this role. People planning to pursue employment in the role of customer service officers have to hone certain vital skills, such as:
Problem-Solving Skills: Almost every task a customer service professional has to carry out would need problem-solving abilities to a certain degree. After all, the key job of such professionals is to keep the clients and customers happy. Doing so might often include navigating through a complex set of issues and problems to find a sufficient solution.
Clear communication: One would obviously face issues in solving the problems of the customers if they are not able to communicate the solution clearly. To ensure effective correspondence means customer service professionals need to put themselves in the shoes of the clients, and provide concise and simple explanations to help them reach a solution as quickly as possible. In many cases, doing so shall involve cutting down jargon so that customers who are not technically sound can properly grasp the explanation.
Friendly attitude: No one likes to be treated like a number. Hence, many people hate when they get to hear an automated voice after calling up a company. Most of them prefer to interact with a human when faced with issues. The ability to stay genuine and show the customers that a company actually cares about them can make a world of difference in the customer experience. Customer service professionals must try to be as warm and friendly in their approach, and cater to each customer with compassion.
Adaptability: When any professional works directly with the public, there is a good chance that their days will never exactly be the same. Each customer and their needs are different. Customer service professionals need to have the mental flexibility to respond to distinguished types of patrons with ease.
The skills mentioned above are needed by any customer service professional. In addition to honing these skills, people planning to work in the most of a customer care officer also need to acquire the needed qualifications and experience. Ram Chary for instance, studied at University of Colorado and Purdue University, and used to work at IBM Consulting previously.