The combination of advanced technology and pandemic-related workplace shifts has brought about a lot of changes in the customer service industry. The first, and perhaps most notable, trend for 2022 is the continuation of remote work. Despite the effects of COVID-19 starting to subside, many customer service employers are ready to make remote or hybrid work a permanent option. Advancements in technology have also changed the way of work for those in the customer service sector. For example, AI (Artificial Intelligence) and automation have eliminated some of the routine tasks for customer service agents and improved KPI tracking. Additionally, CRM (Customer Relationship Management) systems now allow agents to offer a more personalized customer experience, a feature that many consumers have now come to expect. Another trend in customer support is multi-channel communication that includes the use of phones, emails, mobile devices, social media and e-chat. Today’s customer service professionals must be able to work from home; be tech-savvy enough to use the company software platforms, including communication and CRM systems; and be flexible enough to provide each customer with a personalized experience.
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in-demand customer service skills
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1. tech savvy
Having technical skills is a must, even for entry-level customer service jobs. Not only do customer service agents communicate over a variety of channels, including phone, text message, e-chat and email, but they must simultaneously use the company’s CRM software to track communications and provide real-time solutions.
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2. bilingual French
In the customer service industry, candidates who are fluent in both English and French have a significant advantage over candidates who don’t. The ability to talk to Canadian customers in their preferred language is a valuable asset to companies, and they actively seek out candidates with this skill set.
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3. technical support
With more customers shopping online and more employees working from home, it’s only natural for the demand for technical support skills to increase as well. Being able to successfully troubleshoot software problems and technical issues is a major advantage when looking for a customer support job.
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4. customer relationship management (CRM) software
Most companies today, even small businesses, use some type of CRM (Customer Relationship Management) software. These platforms store customer data in one convenient location, which is an invaluable tool for agents trying to resolve customer issues. Even entry-level workers should have some type of experience working with CRM systems.
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5. point of sale systems
Point-of-sale systems are used to finalize sales transactions and process payments. As a customer service agent, you may need to guide the customer through the checkout process, help them apply discounts or process refunds. So, having prior experience using any type of point-of-sale platform is extremely valuable.
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6. inventory control systems
It is not uncommon for customer service agents and account managers to use the company’s inventory control system to check whether a certain item is in stock for the customer. While employers provide training in using the company’s specific platform, it can be an advantage to have previous experience working with this type of system.
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