Wait, why would I want to be a customer service representative (CSR) anyway? Well, with all the online jobs available, why wouldn’t you want to give it a whirl?
Let’s have a look at the benefits of landing this job then. First, it’s a great way to start your remote working career. The educational demands are pretty reasonable, and in most cases, you don’t even need a college degree to get started. It’s also likely that your client will provide much of the training you’ll need for the job too.
Secondly, it offers great flexibility. While there are still a lot of call centers in the country, foreign clients are steadily offering the position as a homebased online job. This makes it a great choice for stay-at-home parents, the disabled, or those living in areas with limited public transportation.
Lastly, CSR posts are a great way to enhance your existing job skills. While a lot of the highest-earning online jobs are often specialized, they all require good communication skills, patience, and empathy. And people who work in the customer service industry develop those by default.
Convinced yet? Great. Now, the question is, how do you get your foot in the door? What sort of qualifications does it take to become a CSR in the first place?
Let’s take a look.
Role Description and Responsibilities
For starters, you need to know what a CSR does. The specifics vary by industry, but basically, CSR’s are a company’s liaison with its customers. They usually answer customer questions, provide detailed information on products and services, and, most importantly, investigate and resolve customer complaints.
A typical CSR’s day would include tasks like:
- Handling several incoming calls;
- Follow company communication protocols and guidelines;
- Keep records of customer interactions, accounts, and other relevant information;
- Provide accurate and updated information on products or services as requested;
- Generate leads;
- Meet call-handling and/or sales lead quotas;
- Process and troubleshoot customer complaints, come up with appropriate solutions within the right time frame, and then ensure a satisfactory resolution.
If you want to stand out as a candidate and to thrive as a CSR, you should have the following skills:
- Basic computer skills;
- Good to excellent communication skills;
- Effective multitasking and time management skills;
- Ability to adapt and to respond to different personalities;
- Patience and empathy;
- Strong phone contact handling and active listening skills.
Most importantly, you should be able to keep a cool head in a crisis. A huge part of the job will involve dealing with irate customers, so maintaining your composure always helps.
What Should Be On Your Resume?
So, what would your prospective employer look for when you apply? If you have these on your resume or CV, that’s half the battle already:
- High school diploma or its educational equivalent (unless you’re applying for a managerial position);
- Proficiency with basic computer programs and applications;
- Proven experience working as a CSR;
- Familiarity with standard CSR systems and practices;
- History of meeting or over-achieving CSR quotas (not required, but a HUGE plus).