OVERVIEW OF A CAREER IN CALL CENTRE & CUSTOMER SERVICE


WORKING IN CALL CENTRES & CUSTOMER SERVICE

Working as a Customer Service Representative

Customer service representatives interact with customers to handle complaints, provide information about an organization's products and services as well as answering questions and queries from the general public. They interact many times a day with existing customers and effectively are on hand to care for any need.

These services are typically offered over the phone and often within a call centre, but customer service representatives can also interact directly with customers via email, live chat, social media and other forms of communication.

The specific tasks of a customer service representative will vary by industry. For example, a representative working for a bank will answer questions about the status of a client's account as well as other financial questions. Customer service representatives working for a retailer often handle returns or help customers with product related questions or queries around their warranties.  Representatives from utilities and communications companies can help customers with service issues such as service outages.

Customer service representatives will also make changes to the customer account, such as updating an address or cancelling an order. Although sales are not their primary business, agents can help generate revenue...