Although customer service has seen various forms emerge over the last few years, the fundamentals of efficient customer service still remains the same. If you have a client-focused mindset, then customer support in all forms may well be a long term career solution for you. 

Customer service plays a huge role in the success of any business. Customer service affects customers’ perception about the business; determining whether they make profit or not. In addition to profit, relationship-building can lead to successful loyalty programs and referrals. 

As consumer targeting and shopping habits are being conducted across multiple digital platforms, many companies are expanding their customer support teams to manage the increasing volumes of customer outreach. If you’re thinking of entering or expanding your career in a customer-focused role, there’s never been a better time to enter into the profession. 

Customer service and CRM are well linked. A CRM system helps organisations build customer relationships and streamline processes so they can increase sales, improve customer service, and increase profitability.

What type of customer focused jobs are there?

Customer service jobs have evolved from just call centre booths, to social media interactions and live chat support. As the duties of the role has evolved, so has the way it can be worked. With flexibility in schedule and remote roles, the sector has become appealing to many who look for a hybrid role. 

As well as customer service roles such as: Customer Service Specialists and Call Centre Specialists, there are digital focused customer positions also: 

• Digital Customer Experience Manager 
• Customer Service Executive
• Digital Customer Service Advisor 
• Digital Customer Service Specialist 
• Customer Success Manager 
• Client Success Manager 

What do customer-focused job roles involve? 

Of course, every customer service job is focused on the customer; however not every customer service role involves dealing with customers up front. The use of CRM is key when building relationships, and ensuring the necessary systems are operating well is of upmost importance. 

For instance, a Customer Services Executive position will involve handling all customer data and systems; and also ensuring potential customer cases are logged accurately. With data at the forefront of the digital aspect of the role, providing data reports and continually improving customer experience online, including customer journeys, is required. 

In addition to strong communication skills, technical skills are a necessity for a customer service role. Being able to use software’s such as Magento and Salesforce is a very valuable skill to have. Understanding the customer journey process  helps business leaders gain insights into common customer issues during their shopping process. This in turn ensures that businesses can deliver more optimised and personalised customer experiences.

The common duties in a customer service position include: 

• Answering questions about a company's products or services.
• Processing orders and transactions.
• Resolving issues and troubleshooting technical problems.
• Delivering information about a company's offerings.
• Providing proactive customer outreach.
• Handling customer complaints.
• Collecting and analysing customer feedback.

How to succeed in customer service role? 

Although customer service positions differ in various industries, there are ways in which you can stand out to your employer and achieve growth and success in your career. 

Collaboration & Communication – For customer service teams, being able to collaborate and communicate effectively has taken on more importance since the introduction of hybrid working. Although the majority of the time, one person is required to handle a query, however, in the case of a complicated query, the need to communicate with a team member is necessary – doing this effectively is important. There are communication tools which make this easier for customer service personnel, and improving your customer service skills with further your career. 

A dedication to learning – Just like all roles and sectors in the digital industry, it’s important to keep  up to date with the latest trends and innovations. There are always new technologies and systems being introduced to aid customer service professionals; and with adequate training, you’ll be putting yourself in a strong position to be effective in your role. 

No matter  how much experience you may have had in your career, transitioning into a new role or completely different sector can be daunting. The good news is, customer service, like other sectors, is not a particularly difficult field to get used to. By asking questions and taking extra time to learn, you’ll find yourself exceeding your own expectation in no time.