Some modern contact centers have become very sophisticated, diversified into teams handling specialized types of service. While customer service specialists perform many tasks, the type of work they handle can vary. Depending on the organization, they may be found providing information, assisting with billing inquiries, processing orders and addressing customer complaints. Specialization can come in many forms, such as teams dedicated to billing issues, first-level technical support or serving customers who do not speak English.
When creating your customer service specialist job description, be sure to include the specific types of skills you need the ideal candidate to possess. For example, if you’re looking for bilingual agents or those with a technical background, mention so in your posting.
Basically, customer service professionals must be experienced problem solvers and have excellent communication skills. We’ve provided our own example of a customer service specialist job description to help you create your own.
Customer Service Specialist Job Summary
Are you the type of individual who enjoys putting your specialized skills to use while helping people solve problems? If this description sounds like you, then you’re the sort of customer service specialist we need! We’re looking for experienced customer service agents for a team dedicated to assisting Spanish-speaking direct sales associates within a contact center for an international beauty and personal care products company. We equip you for success with our first-class paid training, after which you’ll take on an exciting role providing top-quality service via telephone, email or online live chat. We reward our specialists with a competitive pay and benefits package, along with the potential for advancement. This is a great opportunity for bilingual customer service professionals who enjoy using their skills in a team-oriented environment.
- Respond to associate inquiries via telephone, email or online live chat sessions by providing information on account balances, credit limits, order status, shipping information, associate discounts and earnings
- Connect sales associates with Spanish-language training materials, product information, sales tools and other resources
- Assist sales associates with dedicated sales force web portal by helping them register for accounts, assisting with password resets and offering instruction for website features such as placing orders, accessing training videos and tracking sales figures
- Look up pricing and availability data for products and sales tools, and investigate status of back-ordered products
- Help associates with processing returns and exchanges, including preparing items for shipment back to the company’s fulfillment centers
- Maintain sales force database by updating it with corrected contact information supplied by associates
- Create and revise entries for the contact center’s knowledge database, keeping it updated with the most current solutions
- Assisting with other types of sales associate requests as needed
Job Skills & Qualifications
- High school diploma, GED or equivalent
- Spanish language proficiency
- At least two years of prior contact center experience
- Familiarity with Windows-based desktop computer systems
- Strong communication skills
- Availability to work evening or weekend shifts
- Ability to multitask
- Prior experience with password reset functions
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Customer Service Specialist Job Responsibilities
When writing your customer service specialist job description, plan on spending a healthy portion of your time writing the job responsibilities section. Jobseekers will learn the majority of what’s expected of them in this portion, so it’s important that it’s clearly written and easy to understand. Make sure you use simple, succinct language so there can be no mistaking its meaning. A well-written responsibilities section should help weed out underqualified candidates.
Be sure to format this section with bullet points. Bullets make skimming very easy and will help jobseekers absorb the required information from your customer service specialist job description quickly. Conversely, a large block of text might intimidate some, which could result in far fewer job applications coming your way. When deciding which responsibilities to include, focus on the most important daily duties rather than simple ones. It’s also good practice to start each bullet with a strong verb to help applicants visualize themselves performing the duties in question.
Here are some well-written customer service specialist job responsibilities:
- Complete contract forms, process changes for records such as addresses or phone numbers, and perform other tasks using computers
- Regularly interact with customers either in person or over the phone regarding product or service details, process cancellations or record complaints
- Resolve customer complaints by processing changes to accounts, refunding money or making bill adjustments
- Record all customer interactions thoroughly, including questions, requests, changes made or comments
Customer Service Specialist Job Specifications
Most people would forgive you for assuming that writing the qualifications and skills section of your customer service specialist job description would be easy. It’s the shortest section of them all, and it’s just a place to include the minimum requirements to fill the position, such as work experience, education and preferred skills. However, it’s critical that you don’t overlook this section and simply copy and paste information.
The job qualifications and skills section of your document is just as important as the rest. It is a crucial component in filtering out both overqualified and unqualified applicants. A poorly written qualifications and skills section can often result in filling your inbox to the brim with resumes from candidates who don’t meet basic expectations. To prevent this from happening, sit down with your upper management and have a discussion about their expectations from someone in this position, and discuss the difference between deal-breakers and preferred qualifications. This will give you a clear vision of the expectations for the role, and you’ll have a much easier time writing your customer service specialist job description. Your job candidates will also get a clearer picture of whether they have the skills to fulfill the position.
Here are a few well-written customer service specialist job specifications:
- High school diploma or equivalent
- Basic understanding of computer operations and their default applications, such as Word and web browsers
- Exceptional written and oral communications skills
- Excellent critical thinking skills