Choosing a career in customer service? Consider these factors
A career in customer service is often regarded as the pinnacle of business success. Organisations can either succeed or fail depending on the quality of service to customers.
In a recent PwC study, it was discovered that 75% of the participants surveyed preferred human customer services as opposed to automated machines.
Quite simply, the customer service industry and business success go hand in hand.
Click the button to start applying to Customer service Jobs.
What is the customer service industry?
The customer service industry involves identifying the expectations of the customer and delivering those expectations.
You can make a career in customer service virtually in any organisation, across many sectors – financial, legal, medical, public sector, sales or manufacturing/ distribution.
It is usually represented as a branch or department within a company, whose primary concern is to offer support, advice, guidance, or resolution of problems for their customers.
The customer service industry also involves sales service, repairs, training or guidance. Staff employed in call centres, hospitals, telecommunications companies and online portals, for example are available on a 24-hour basis to provide such service.
Apply to more Customer service jobs
Growth of the customer service industry
The Covid-19 pandemic may have caused some industries to slow down, but has motivated others to become more innovative. Customer service is no exception.
Service vs. Experience
In this new, post-pandemic economy, the focus is shifting from customer service to creating customer experience. This involves a proactive approach where customers are given the VIP treatment. Staff members reach out to customers, and based on their buying behaviour upgrade their experience with the company.
For example, telecommunication companies such as FLOW, BTC and Digicel regularly upgrade their customers’ subscription packages, offer premium channels at discounted rates, online payment options and free trials of higher internet speeds.
Similarly, banks offer automated teller machines for easier transactions, online banking for safety and convenience. Hotels and entertainment businesses can offer platinum memberships or loyalty programs to customers.
These amenities entertain the idea of, “How do we enhance our customers’ perception of us”? How do we provide greater satisfaction and loyalty”?
What are the top paying positions in the customer service industry?
Given the shift in the industry to a customer experience, there are several lucrative career opportunities that can be financially fulfilling.
Banking/administration roles
For a job seeker starting a new career, positions that involve an element of providing service, managing paperwork, facilitating internal communications, managing schedules and expenses can be a rewarding start. These roles include:
- Customer-care coordinators
- Loan officers
- Personal assistants
- Client Relations Officers
- Tellers
Tourism/hospitality
Customer care is critical in the tourism & hospitality industry. Worthwhile positions include:
- Hotel & restaurant management
- Front desk associates
- Bar managers
- Member service specialists/cruise ships staff
Healthcare
The medical field is highly regarded as an essential service. Top paying customer-centric roles in healthcare include:
- Patient care staff
- Hospital administrators
- Pharmacy staff
- Medical assistants
Technical positions
Customers and organisations heavily rely on technical services which are highly compensated:
- Technical support staff
- Restoration team members – Network engineers, electrical engineers
- Web developers
- I.T technicians
Specialised services
- Flight attendants
- Marketing account executives
- Communication officers
Drivers of the customer service industry
What are some of the factors that currently influence the way in which companies provide a customer experience to their market?
Technology
In the case of customer service, the use of technology allows for an efficient and cost-effective way of reaching customers.
Technology enables customers the use of automated services – social media chatbots, information access and communication on smart devices.
Technology also modernizes the way customers find out about products, pay for them and seek after sales support.
Artificial intelligence
Customers have the luxury of the internet to provide them with product searches, detailed product information as well as algorithms that provide product recommendations based on past buying behaviour.
Artificial intelligence assumes the role of a customer service representative to engage the customer further and create a customer experience for them.
E-commerce
E-commerce drives the customer service industry forward by creating an efficient online marketplace. Customers freely decide on products they want. Decision-making and purchasing power is increased.
Personalisation
Companies have realized that to effectively create a customer experience, it has to be tailored to that individual customer’s needs and interests. Companies must know their customer, their concerns and values and build their customer service strategy around that.
Customer service skills for your CV
To effectively compete and land a lucrative customer service position, your CV must include the following skills to appeal to your interviewer:
- Confidence & assertiveness – as a customer service professional, you will be required to provide accurate and sometimes detailed product information to address a query or complaint.
- Empathy – Very often, customers want to feel important and accommodated. Empathy allows you to listen effectively and gain their trust.
- Communication – Once you have confident knowledge of the product and the customer’s issue, you should be able to articulate their solution is an appropriately detailed way.
- Digital skills –You should have digital skills to navigate through Customer Relationship Management (CRM) software or social media platforms to adequately provide service to the customer.
- Resourcefulness –Customers appreciate when they see an effort is being made to alleviate their frustration. Whether through research, creativity or consulting a senior staff member, both companies and customers appreciate candidates with a ‘can do’ work mentality.
Benefits of a customer service career
Development of transferable skills
Customer service professionals encounter situations (or people) that challenge them and require out of the box thinking. They can develop a range of transferable skills – communication, self-awareness, marketing, conflict resolution, negotiation, emotional intelligence, problem-solving and reading people, which would be invaluable to other industries.
Unlimited room for learning & growth
Working in customer service has the unlimited capacity to learn about consumer behaviour, human nature, business operations, spending patterns, networking, communication techniques and multiple types of software.
Gratification of helping people
With customer service, there is the opportunity to solve frustrations for many people, brighten their day and feel good about yourself in the process.
Service staff is always needed
As previously stated, 75% of respondents in the survey preferred human interaction. Customer service is needed in virtually all companies and sectors.
Flexible work options
There are customer-centric positions on a full time bases, part-time, contract, shift, temporary, in-house or even remote.
What should I do next?
- Read more about the Working in Customer service Industry
- Read more about Customer service opportunities in Trinidad
