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Customer Service Officer Job Description

What does a Customer Service Officer do?

A Customer Service Officer represents their business as a client support person. Customer Service Officer responsibilities include responding to customer service inquiries, finding appropriate solutions, and updating customer accounts or services. Customer Service Officers resolve complaints, maintain high customer satisfaction, and report to the Customer Service Manager.

Our Customer Service Officer job description includes the Customer Service Officer responsibilities, duties, skills, education, qualifications, and experience.

Customer Service Officer Example

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If you need an example job description for a Customer Service Officer download the one below, alternatively we have many other Customer Services job description samples and a job description library with over 3000 job descriptions templates that you can download for free.

What does a Customer Service Officer do?

Customer Service Officer Role

We are searching for a Customer Service Officer with exceptional communication skills and a good work ethic. As a Customer Service Officer, your responsibilities will include answering customer questions and providing support. You will make notes on our computer system and have an optimistic and adaptable attitude.

Customer Service Officer Duties

  • Answer phone, email, and face-to-face customer enquiries
  • Direct customers to online resources
  • Create and maintain reports on customer interactions
  • Attend weekly team meetings
  • Update customer records in our system, including notes about conversations and outcomes
  • Present ideas for improving customer care
  • Participate in team-building activities
  • Develop customer rapport
  • Encourage customers to complete satisfaction surveys
  • Make recommendations to managers to improve customer experience

Customer Service Officer Requirements

  • Customer Service Representative
  • Customer Service Consultant
  • Customer Service Associate
  • Customer Care Representative
  • Previous office or call centre experience

Customer Service Officer Qualifications

The education and qualifications of a Customer Service Officer might include the following:

  • At least two GCSEs or a High School Diploma in English and Maths

Customer Service Officer Desired Experience

The relevant experience of a Customer Service Officer might include working or volunteering as a Customer Service Representative, Sales Representative, or other roles where the individual may have developed excellent communication skills.

Customer Service Officer Training

Possible training of an excellent Customer Service Officer candidate might include:

  • Customer Service Intermediate Apprenticeship
  • Customer Service Specialist Advanced Apprenticeship
  • Level 1 Certificate in Customer Service
  • Level 2 Certificate in Contact Centre Operations
  • The Institute of Customer Service Qualifications

How to write a Customer Service Officer Job Advert

Use our job advert template to write a job advert for posting on job sites and job boards. Our job advertising templates are carefully created to help you reach your audience and beat the competition to the best talent.

A job description informs the reader about a job, whereas a job advert’s main objective is to sell the job opportunity to attract as many suitable applicants possible. A job advert maybe the first touch-point a candidate has with your company so it is important to create a great impression.

Job Advertisements should enticing, so considering using short, exciting language which get the reader’s attention.

How to write a Customer Service Officer Job Description

To write a job description, we recommend starting with a job description template from our job description library, which contains examples for 800+ positions and professions. Our job description examples include a job summary with duties and responsibilities and skills and requirements, which can be personalised for your job vacancy.

Job Description Advice - Guidance on How to Personalise a Customer Service Officer Job Specification

The hiring process and recruiting new employees to fill your key roles requires a degree of personalisation if you are to attract the best employees in a competitive employment market. The right person for a crucial role or more senior roles will likely have other employers targeting them. As your job description will be the first point of contact, you need to nail your pitch and provide the best possible service.

Job Description Tips - Help on formatting a Customer Service Officer Job Specification

When creating your bespoke description and advert, you should cover and promote these points:

Job title: This should accurately reflect the role and include keywords that top talent might be using to search for jobs.

Job duties: The day to day duties, such as administrative tasks, which vary depending on the company and inform the candidate if they can complete the role.

Technical skills: These are the hard skills required through training, such as proficiency with Microsoft Office.

Soft skills: These include the interpersonal skills and general abilities the right candidates will possess. For example, the competency to prioritise multiple tasks, handle customer queries and customer complaints, work alone, or build a good relationship with coworkers.

The company's culture: Highlighting your company culture and values ensures employees thrive and find outstanding job satisfaction. Candidates that are not the right fit won’t waste their time completing the application process, meaning you can focus on qualified individuals and hire in a more timely manner.

Career progression: Including the career path will entice candidates looking for career growth. 

Training and development programs: Smaller companies may need employees with previous experience or provide educational assistance over internal training offered by larger organisations with more significant resources. 

Employee benefits: Compensation and benefits often fail to appear in job ads and while you may want to hold your cards close to your chest, failing to include them is a mistake. Consider answering common questions, such as working hours and paid leave. Researching the average salary for the role in these early stages will ensure you don’t waste your interviewer’s and the candidate’s time.

Skill gaps: Your company may need to bring in new skills beyond those required to complete the key role and duties. Thinking on an organisational level can be beneficial when contemplating skills diversity.

Legal requirements: Ensure your job advert and description does not ask for inappropriate or discriminatory personal details, such as age, marital status, or religion.

How to Hire a Customer Service Officer

Once you have selected your Job Description download it or convert it to a Job Advert. From here you can post/advertise your job across our network of job boards. If you wish to use the job description for a CV Template click through for advice and Convert to a CV

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