The Nature Of Customer Service Work

815 WordsApr 16, 20164 Pages
Experience The nature of customer service work is such that employers often place a higher value on a candidate 's experience than on formal education. Data shows that 30 percent of customer service reps have between six and 10 years of experience in the field, while 19 percent have between 11 and 15 years experience, and 18 percent have been working in customer service for three to five years. About 25 percent of customer service reps have been in the field for more than 15 years, while only nine percent have less than five years ' experience. These numbers confirm that experience is valued in customer service rep positions, and once you have established yourself in the field, there are ample opportunities to continue in a related job for years to come if you so choose. Skills Customer service reps need to have a varied skill set in order to adapt to the every-changing demands of the job. Here are some of the skills employers look for in prospective reps: Software skills CRM software - Reps may use customer relationship management (CRM) software to access and log information. Call center software - Phone support is often provided via a voice-over-IP (VoIP) system, which connects to a call center software solution used by reps to keep a record of each call. Ticketing platform - Email and chat support is routed through a system that assigns a ticket to each request and then prioritizes and assigns tickets to reps. Social media -

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