A career in customer service

Are you a keen listener, problem solver and have an uncanny knack for relating to people? Then a career in customer service might be perfect for you. Customer service officers are employed across a variety of industries and are responsible for interacting with a company’s customers. Working in customer service involves handling customer enquiries about products and service, providing customers with information and resolving any customer complaints.

A career in customer service

Almost all types of organisations hire customer service officers, so roles and responsibilities differ in accordance with the industry. For example, customer service representatives who work in banks may be required to count money and service accounts, while in insurance companies they may be required to deal with policy renewals. Generally speaking though, a customer service job involves interacting with customers to provide and process information in response to enquiries, concerns and requests about products and services.

On a day-to-day basis, a career in customer service may involve:

  • Dealing directly with customers either by telephone, electronically or face-to-face
  • Responding to customer enquiries
  • Handling and resolving customer complaints
  • Providing pricing and delivery information
  • Performing customer verifications
  • Setting up new customer accounts
  • Processing orders, forms, applications and requests
  • Keeping records of customer interactions and transactions
  • Maintaining customer databases
  • A customer service career may also involve selling the company’s products and clerical tasks such as filing and transferring calls.

Personal skills

To be successful in a career in customer service, you should have exceptional:

  • Interpersonal skills
  • Good phone manner
  • High written and verbal communication skills
  • High listening skills
  • Ability to problem solve
  • High attention to detail and accuracy
  • Adaptability and resilience
  • Ability to tolerate stress

How to get a career in customer service

A certificate or diploma in business can prepare you for a customer service officer or customer service job. Martin offers Certificate IV in Business and Diploma of Business, both of which provide you with the necessary skills and experience for a career in customer service.

Certain customer service jobs may require you to go into further degree study in fields including communication, marketing and sales. But, generally, a certificate or diploma level education, workplace experience and a willingness to learn can lead to a career in customer service.

Customer service career pathways

Customer service jobs are available in almost all organisations in the public, private and community sectors – from large commercial enterprises through to small not-for-profit organisations. You could even work your way up to leadership roles as team leaders or trainers.