A customer service assistant is responsible for answering customer inquiries, handling complaints, sending marketing materials, maintaining customer records, and assisting subordinates. They need strong interpersonal and communication skills, in-depth knowledge of the company’s products or services, and the ability to deal effectively with complaints.
A customer service assistant plays an important role in keeping customers happy and informed about the products or services a company offers. Because this position involves ongoing interaction with customers, it usually requires a person with significant interpersonal and communication skills. While a customer service assistant can work in a multitude of industries, the core job duties remain the same. This includes answering customer inquiries, handling complaints, sending out marketing materials, maintaining customer records, and assisting subordinates.
Perhaps the most important part of being a customer service assistant is answering customer questions. Whether it’s talking to a potential customer or discussing new promotions with a long-term customer, it’s necessary for that individual to provide accurate information for every inquiry. In most cases, this is done over the phone or via email. This practice helps establish rapport with customers and should help build a strong customer base over time. Consequently, this requires a person in this role to have in-depth knowledge of your company’s products or services.
Another part of this job is dealing with complaints. No matter how well a business is run or the quality of products or services, customer complaints are inevitable. When a complaint is received, it is up to the customer service assistant to deal effectively with the situation. This could involve returning the customer money, replacing an order, or submitting a new order. Good performance in this aspect of the job requires a friendly disposition and ease of decision-making.
Sending marketing materials is also a fairly common duty. For example, a person with this job might send out catalogs to customers who are interested in their company’s products or services. She can also send promotional flyers in the mail to existing customers who introduce new offers. This helps with customer acquisition and can lead to more sales from existing customers.
Keeping customer records is another important part of being a customer service assistant. In most cases, this involves entering information such as customer names, addresses, phone numbers and order history into an electronic database. This helps efficiently organize customer information for future reference.
In some workplaces, a customer service assistant will also need to help subordinates and provide training. While a customer service assistant usually doesn’t provide direct supervision, they often help subordinates who are struggling in their work. This might involve handling escalated customer complaint situations or demonstrating how to use the company’s computer system. Consequently, it helps to have some solid leadership skills in this profession.
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