Customer service advisors are typically the face of a company and also the first people customers interact with when they get in touch with the company. They answer questions, provide assistance with different products and services, and resolve issues. Customer service advisors work in industries and businesses where companies and businesses have regular contact with customers. These include banks, healthcare providers, insurance companies, retail stores, and many others. So, what does a customer service advisor do?
They Provide Information
Customer service advisors are typically the first source of information for many businesses and their customers. Customers who get in touch with a business to find out more information about products and services are typically routed to a customer service advisor who has that information.
The customer service advisor may also provide information that helps explain how certain products and services work. This typically happens in highly technical industries where providing adequate information is one of the most important tasks of a customer service advisor.
They Resolve Complaints
Another important task handled by a customer service advisor is resolving the complaints customers have about specific products and services. They do this by listening to the customer and asking the right questions to get to the bottom of a complaint. They explore the underlying problem, find the right solution or solutions and propose these to a customer.
Because resolving issues like this might lead to interactions with unhappy customers, the right advisor must have the right job skills in customer service. These include being patient, being a good listener and understanding how to de-escalate issues. Doing this is the only way to start and carry a conversation that leads to the best outcomes.
They Assist Customers in Making Purchase Decisions
This happens a lot in B2B businesses where the customer or client is unsure or unsettled about completing a big purchase. The customer service advisor will work as somewhat of a salesperson, helping the customer make purchasing decisions.
Doing so requires some persuasion and sales skills which are typically listed as part of the experience required for customer service roles. You can understand the other skills needed by looking at job description examples for customer services jobs. Additionally, checking out such descriptions should give you a clearer understanding of the responsibilities for customer service roles.
They Increase Overall Sales and Purchase Value
Among the more important customer services responsibilities is helping increase sales and the value of individual purchases. Customer service advisors do this by looking for cross-selling opportunities or walking customers up the ladder to purchase higher-tire products if those fit their needs better.
The Help with Paperwork
Sometimes customer service advisors work directly with customers instead of answering calls and emails. In these roles, they can help customers fill complex paperwork such as loan and credit card applications. They can also help customers check their credit scores and help them understand whether they have been approved for a product or service.
Customer service advisors perform a wide array of tasks meant to help customers with any issues they have. They might answer questions, explain products and services and do a lot more to help customers and the businesses they work for.
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