Customer service representatives handle complaints on behalf of their employers and ensure customers are happy with the products. It requires patience and extensive knowledge of the products you are selling. You also answer all incoming calls, take orders, interact with customers on live chat or emails and deal with arising complaints.
As a customer service representative, you work in a call center or retail company to answer customers' questions and address their concerns. Aside from dealing with complaints, you generate sales leads by answering inbound calls and taking orders from customers. You also educate customers on using a product and help them troubleshoot any issues with the items.
As a customer service representative, your work schedule varies based on the industry. If you work in banks, retail stores, insurance or financial services, your work routine is the standard business hours between 8 a.m. to 6 p.m. on weekdays. That means you work over 45 hours a week and the occasional evening or weekend in overtime hours. When you work in call centers, your work schedule is on a shift basis, including early mornings and evening or night shifts. As a customer service representative, you can find a full-time or part-time position. The role doesn't involve travelling since you accomplish most of the tasks from your workstation using a phone and computer.
While the interview questions for a customer service representative vary depending on the employer, some common questions include:
A customer service representative resume should have the following details:
Your resume should stand out with the appropriate formatting and relevant keywords to improve your chances of being shortlisted. You should also have a cover letter to emphasize your competencies and experience suitable for the role. Use action verbs and add relevant keywords or skills that the employer is seeking.
In Canada, customer service representatives are in high demand. Recent survey shows that customer service jobs will increase by 11,300 between 2019 and 2028, with the available skilled workers to fill the positions being 10,600. The high demand is also due to diverse roles in the field and multiple opportunities for career progression. A customer service representative can progress to a marketing or sales position. It is easy to become a sales representative or marketing executive from a customer service job. Alternatively, specialize in customer account management or become an insurance agent. Some customer service representatives increase their qualifications and become marketing managers or recruiters.
Customer service representative roles vary depending on the method used to contact customers and specific duties in a company. Some types of customer service representatives include:
In Canada, the average salary of a customer service representative is $31,200 per year, which translates to an hourly rate of $16. Your salary starts at $26,843 per year at the entry-level position due to the minimum experience and educational qualifications. When you have worked a few years in the profession, your earnings increase up to $42,500 per year. The compensation package varies based on location. For instance, large cities in Canada have a high cost of living and increased demand for customer service representatives, which drives up the base salaries. Company size also affects the compensation packages. Large organizations pay more or provide better bonuses and commissions than small companies.
Top paying areas for customer service representatives in Canada include: British Columbia, Alberta, Ontario and Nova Scotia.
As a customer service representative, you interact with customers on behalf of your employer through various support channels. Your duties and responsibilities may vary depending on the company requirements. Some of the tasks include:
A customer service representative works in various industries, including:
Most customer service representatives work in office environments and answer customer inquiries through phones, emails and live chat. They also maintain customer records and process orders. Customer service representatives provide support to any company that deals with a large customer base.
You need the following hard and soft skills to excel in customer service:
Customer service representative roles require minimal educational qualifications, but having some academic certifications to back your skills will make you competitive.
Most companies also provide on-the-job training before you commence work. The training ensures you are familiar with company policies and key product features. You will also learn a few customer service skills and use CRM systems and computer applications. Some companies do not provide on-the-job training, but they require formal industrial training and certifications like Certified Customer Service Professional.
Below are some of the most commonly asked questions about customer service representative jobs.
You can secure a customer service representative job with basic educational qualifications. You need a high school diploma and a few industrial training certifications. However, most companies focus on your skills like effective communication, emotional intelligence or problem-solving skills.
Keep an eye on various job boards for customer service representative vacancies. You can also check out social media pages for listed opportunities. Watch out for the available positions at Randstad job seeker page for customer support roles.
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Regularly check for jobs available on various job boards to increase your chances of getting a customer service representative job. Your friends or family can also help you look for vacancies on different platforms or help you secure a position within their networks. To avoid missing new opportunities at Randstad, sign up for the newsletter for regular notifications.
A customer service representative improves customer satisfaction by handling inquiries and dealing with customer complaints. They also provide technical support and educate customers on using technical products.
As a customer service representative, you answer questions concerning your company's products and support customers. You also manage individual customer accounts and process orders.
As a customer service representative, you need communication skills to inform and educate clients on product uses. Emotional intelligence and problem-solving skills also help you resolve customer complaints.