Customer Service Professional Job Description

Customer Service Professional Job Description

Customer Service Professional Role

As the direct liaison to customers, customer service professionals support the company’s products and services. They promote the company’s mission and vision and serve as the organization’s ambassador by providing exceptional service to every customer, every day. They routinely handle complaints, order entry tasks, product inquiries, billing, cancellations, and sales leads. They must master professional skills including understanding the customer situation, product knowledge, delivery options, and service support. They are the organization’s service experts and interact with customers at every experience level, issue complexity, and type. Their mission is to delight customers. They may perform their duties in person, on the telephone, through email, or online. Customer service is an excellent career launch pad. Many customer service professionals who excel in their roles move up in the organization quickly due to their high value to the organization.

Customer Service Professional Responsibilities

The customer service professional must be passionate about caring for customers, organized, and able to thrive in a frequently stressful environment.

  • Serve as the liaison between the customer and the company and be the professional face of the organization.
  • Deliver the company mission and vision by passionately delighting every customer.
  • Build rapport and earn the customer’s trust.
  • Understand customer needs and issues and resolve issues professionally, with high customer acceptance.
  • Actively listen to customer inquiries and deliver acceptable answers and resolutions.
  • Serve as a customer advocate and address customer expectations with every interaction.
  • Be the product and service offering knowledge expert.
  • Communicate with other company departments to resolve customer issues.
  • Escalate appropriate matters to management.
  • Maintain a high customer retention rate.
  • Nurture and develop long-term customer relationships, consistently converting unhappy customers.
  • Effectively communicate policies and changes.
  • Enter and manage administrative information without errors.
  • Distribute leads to sales for new product and services opportunities.

Customer Service Professional Qualifications and Skills

  • Demonstrates an enthusiastic, customer-first focus
  • Shows ability to speak at ease with customers in all emotional states
  • Committed to service excellence
  • Shows exceptional communication skills
  • Ability to ask questions with a purpose
  • Shows outstanding listening skills
  • Demonstrates superior problem-solving skills
  • Presents oneself professionally in person, on the telephone, through correspondence, and online
  • Skillfully uses technology tools like a CRM and Microsoft Office.
  • High school diploma, college degree or equivalent experience preferred
  • Certified Customer Service Professional, KWP-CSP desired.

Customer Service Professional Attributes

  • Positive attitude and engaging personality
  • Sincere joy in helping others
  • Passionate service mindset
  • Strong work ethic
  • Trustworthiness
  • Extraordinary adaptability
  • Highly organized and efficient
  • Ability to work under stress and pressure

Key Performance Indicators (KPIs)

Specific KPIs are set by your customer service manager. The KPIs listed below are commonly tracked and measured as a part of the customer service role:

  • Customer contact volume: walk-ins, telephone calls, emails, and online chats
  • Positive inter-office feedback
  • Accurate, up-to-date customer information, including sales records, new orders and complete customer notes and feedback customer
  • Customer satisfaction rating
  • Customer retention rate
  • Complaint escalation rate

See the complete competencies and skills chart that supports this job description.