Customer Service Agents and Operators

Certificate III in Customer Engagement

Were you born to work in customer service? Improve your skills in creating great customer experiences and thrive in a service environment.

Description of Role

Customer Service Agents and Operators directly interact with customers to provide and process information in response to inquiries, concerns and requests about products and services. Their job involves listening to customer needs  and concerns, responding and resolving them, and recording details of customer contacts and actions taken.

Customer Service Agents and Operators may deal with customers either by telephone, electronically or face-to-face. Wherever the point of contact is, they are expected to respond to customer concerns promptly.

The job of Customer Service Agents and Operators entails, among others, high familiarity with products and services, good verbal and written communication skills, interpersonal skills, problem-solving and analysis skill, keen attention to detail, accuracy and stress tolerance.

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