Customer Service Executive Job Description Sample

Customer Service Executives are normally hired in the ITES/BPO sector to deal with inquiries from customers, resolve grievances and offer information about the product or services. A variety of businesses routinely hire these professionals to ensure the best standards of customer service. The role of a Customer Service Executive may vary according to the size and type of the business. The executive may either manage customer service reps or communicate with the customer directly to ensure customer satisfaction.

(This is a sample Customer Service Executive job description template which you can modify according to your hiring needs and use for job postings.)

Job brief

As part of our ongoing efforts to improve customer service, we are looking for a Customer Service Executive to join our support team. We would like to hear from you if you are an outgoing and sociable person who has a knack for multitasking. We offer a positive working environment, plenty of opportunities for career growth, and best in industry remuneration.

(Provide an intro on your company, work environment, perks and career growth possibilities to attract the best talent.)

Responsibilities

• To have a professional approach when it comes to handling calls and offering information.
• Make note of complaints and follow through to meet customers’ requests.
• Update the database on customer service queries, transactions, complaints, action taken etc.
• Communicate with the respective departments to probe on unresolved complaints.
• Handle large volume of calls and resolve customer grievances.
• Evaluate customers’ needs and find ways to maximize customer satisfaction.

Educational Qualification

A high school diploma would suffice to land an entry-level customer service job. Having a degree related to Business, Management or Marketing gives you an advantage in the job market for Customer Service Executives. Those with Post graduate degrees in Business, Sales or Marketing can look forward to earning lucrative salaries.

Salary

The average annual salary of a Customer Service Executive is $111,000 (according to payscale.com.)

Competencies and skills required

• Topnotch interpersonal skills
• Strong phone and email skills (having a pleasant speaking voice is an advantage)
• Fluency in English (to ensure smooth customer interaction)
• Emotional stability (helps you handle pressure)
• Active listening skills
• Strong problem solving skills
• Customer orientation (Ability to adapt according to different types of customers and cultures)
• Excellent presentation skills
• Topnotch time management skills (Ability to multi-task and prioritize)
• Computer Savvy (above average typing speed is an advantage)
• Excellent attention to detail
• Experience with word processing tools

The good

• Flexible career options (a variety of businesses need customer service executives).
• Plenty of job opportunities (There is a constant demand for customer service reps).
• Stimulating (for those who enjoy interacting with people on a regular basis).
• Prospects for career growth (experienced customer service executives can move up to advanced positions).
• The extensive business knowledge gained makes Customer service representatives a valuable asset to the employer.
• People skills gained as part of the job is useful in managerial roles.

The Bad

• A customer service representative job can be highly stressful.
• You are forced to remain friendly even with crazy and rude callers.
• Maintaining work life balance can be a constant struggle.
• Burnout (caused by monotonous handling one call after another).
• It is tough to keep up with constant changes in services and policies.
• Poor job security (Companies often outsource customer service tasks to cut costs).

Work environment and career outlook

Although customer service jobs are normally taken up by freshers, they can easily get promoted to higher positions in the company after gaining a few years of experience under their belt. As part of their job, Customer service representatives gain comprehensive knowledge of various facets of the business. This makes them a valuable asset to the employer. The people skills gained by working with customers come in handy in a future supervisory role. A Customer Service Executive can get promoted to Senior Customer Service Executive, Assistant Manager and Manager Operations after gaining the required level of experience. The demand for experienced customer service professionals remains healthy as always. The career outlook is bright as well - statistics from the BLS reveals that an 18% increase is expected in Customers Service openings from 2008 to 2018.