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Customer Service Administrator Duties and Responsibilities
The type of organization a customer service administrator works for will determine the exact responsibilities they take on. Based on job listings we analyzed, a customer service administrator's duties typically include:
Answer Phone Calls Customer service administrators deal with customers directly by answering phone calls and emails. They need to think quickly and creatively in these interactions to provide a good brand image and great customer service.
Take Customer Orders Customer service administrators receive orders via phone, email, or post, which they respond to and process accordingly. It's important that orders are processed on time and to schedule so that customers know when they'll receive their order.
Handle Inquiries and Complaints If a customer has an issue with a product or their order, customer service administrators handle it in a professional and polite manner. Strong customer service skills are vital to this part of the role.
Promote Sales Customer service administrators promote discounts and sales in order to reach sales targets. They're briefed on these targets on a regular basis and educate themselves on the unique selling points of a product in order to effectively promote it to customers.
Adhere to Team Budgets and Goals As part of a wider team, customer service administrators work towards goals and budgets set on a yearly, quarterly, or monthly basis while adhering to company policies. Often there are strategies and processes in place to try and meet these goals, which customer service administrators implement on a daily basis.
Customer Service Administrator Skills and QualificationsCustomer service administrators should have a customer-focused mindset and excellent communication skills. They must be proactive, able to take initiative, and comfortable talking on the phone. Typically, employers require a high school diploma as well as the following skills:
- Customer service - customer service administrators spend a lot of their day talking and communicating with customers, so remaining professional and friendly at all times is crucial
- Teamwork - this job involves working with colleagues towards shared company and team goals, so customer service administrators must work well with people from all walks of life
- Communication skills - customer service administrators should be strong communicators, as they need to provide a consistently great experience for customers
- Salesmanship - selling is a key part of a customer service administrator's role, since they promote certain products and push discounts to hit targets
- Problem-solving skills - customer service administrators need good decision-making and problem-solving abilities to respond to complaints and questions and to think quickly during customer interactions
Customer Service Administrator Education and TrainingThe minimum requirement to become a customer service administrator is a high school diploma or GED, although some employers may require a college degree as well. Previous experience in a customer service or administrative role is advantageous, as is familiarity with basic office software. Customer service administrators typically learn the majority of their skills through on-the-job training.
Customer Service Administrator Salary and OutlookThe median annual salary for customer service administrators is $43,000. Customer service administrators in the 10th percentile earn $31,000 a year, while the highest paid earn around $66,000. Bonus structures and profit-sharing schemes can amount to around $8,000 and $9,000, respectively, while commissions can reach up to $3,500. Health benefits, primarily medical and vision coverage, are often included as part of the salary package for this job. The Bureau of Labor Statistics predicts that job growth in this sector will decline 5 percent through 2026.
We've collected some of the best resources to help you build your career as a customer service administrator:
Customer Service Training - author Kimberly Delvin covers the essentials of great customer service, from essential behaviors to service strategies and systems that ensure excellent service every time
Powerful Phrases for Effective Customer Service - this book features 700 phrases to improve customer service skills, each of which can be used in 50 different scenarios to help customer service professionals deal with challenging customers and difficult situations in a professional way
Customer Service Professionals - with over 150,000 members, this vast LinkedIn group is a great place to network with other customer service professionals from around the world. You can share knowledge, ask for advice, and learn about industry trends
Zendesk Blog - this customer service site features a great blog, packed with useful tips and advice for providing outstanding service to customers. The posts here are ideal for staying up to date with the latest trends in customer experience
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