WHAT DOES A CUSTOMER CARE DO?
Published: May 29, 2025 - The Customer Care Professional focuses on delivering prompt and effective support to resolve customer inquiries, concerns, and service requests. This role requires accuracy, empathy, and professionalism to ensure customer satisfaction and maintain high service standards. The individual contributes significantly to building customer trust, enhancing loyalty, and strengthening the organization’s reputation.
A Review of Professional Skills and Functions for Customer Care
1. Customer Care Agent Duties
- Phone Support: Answering and resolving customer enquiries over the phone
- Customer Service: Ensuring customers receive excellent customer service
- Target Achievement: Working towards targets and clear objectives set by the business, which drive the Plan Zero vision
- Product Upselling: Informing customers about other products available to them to upsell to additional services
- Issue Resolution: Resolving customers' queries the first time they are raised, liaising with other departments to ensure resolution
- Account Review: Proactively reviewing customer accounts when they call, to identify and resolve any future problems before they arise
- Complaint Handling: Taking ownership of complaints and following OVO procedures to ensure the complaint is resolved promptly
- Feedback Analysis: Understanding the customer feedback tool, using feedback to identify any areas of improvement
- Trend Recognition: Recognising customer contact trends and giving feedback to the team leader
2. Customer Care Associate Details
- Relationship Building: Build relationships and engage practices to drive loyalty and expand program knowledge and usage
- Customer Interaction: Daily inbound/outbound customer interaction by phone/email
- Expectation Management: Set and maintain realistic and attainable customer expectations
- Service Standards: Ensure that service level standards are maintained and adhered to, based on the type of service/activity
- CRM Support: Support internal platforms and customer relationship management tools for the best customer outcome
- Workflow Coordination: Schedules and coordinates the flow of work between departments to maximize productivity and customer satisfaction
- Product Knowledge: Maintain expert knowledge of PatientPoint products and services
- Product Presentation: Presents features, benefits of current products, and works collaboratively with cross-functional teams focused on meeting customer needs
- Professional Conduct: Maintain a professional demeanor and continuously represent the PatientPoint Brand in a positive manner
3. Customer Care Executive Responsibilities
- Customer Resolution: Resolves customer concerns, answers and identifies customer needs
- Facility Management: Manage company facilities/administrative tasks and handle customer complaints
- Email Response: Responds promptly to email inquiries according to internal procedures and policies
- Sales Opportunity: Addresses opportunities for potential sales
- Department Liaison: Liaises and builds relationships with other departments to assist with customer inquiries
- Client Identification: Identifies clients with specific needs and forwards their concerns to the appropriate department resource
- Performance Standards: Meets company performance standards on productivity, quality and attendance
- Work Analysis: Analyze and monitor work distribution and staff performance
4. Customer Care Manager Job Summary
- Team Leadership: Lead assigned customer care team leaders and respective teams
- Operational Excellence: Drive operational excellence and own the customer experience
- Team Environment: Create an environment that cares for frontline leaders, team members, customers and celebrates the team successes
- Change Leadership: Inspire collaboration and drive change with momentum
- Leadership Support: Build a culture of exceptional leadership support for the frontline team through a variety of mechanisms for them to deliver extraordinary customer service
- Coaching and Mentoring: Coach and mentor team leaders and team members
- Workplace Culture: Promote an environment of mutual respect, trust and compassion
- Customer Relationships: Establish and promote effective relationships with the external and internal customer base that foster compassion, authenticity, integrity, respect and dignity
- Resource Direction: Provide the direction and appropriate support structure using effective resources to enable the team to deliver high performance
- Performance Assessment: Assess operational environment and conditions to ensure KPIs and performance metrics are fulfilled through collaboration across departments and levels
5. Customer Care Representative Accountabilities
- Customer Service: Provide excellent customer service for customers, both internal and external
- Order Entry: Receive/enter purchase orders for all regions in the designated SAP system and within the guidelines of company policy and processes
- Data Management: Be the recipient of data for the Customer Service team, relating to customers, quotes, orders, shipping, receiving and additional customer service responsibilities
- Arrival Tracking: Manage arrival dates and update systems with accurate information
- Emergency Response: Respond to emergency orders in a timely fashion to expedite materials
- Document Handling: Provide post-shipment paperwork requests
- Invoice Resolution: Resolve Invoice issues for reconciliation
- Revenue Validation: Validate Revenue Recognition on shipments and resolve outliers
- Order Review: Review Open Orders to drive on-time delivery and sales for the business
- Relationship Building: Build close relationships with customers and internal teams to gain their trust
- Query Response: Respond to customer queries in a timely and professional manner
- Product Knowledge: Develop product knowledge and a strong understanding of the processes and procedures
- Team Collaboration: Work as part of a team and adopt a flexible approach to increase and maintain the quality of service
- Team Support: Provide support for the Customer Service team, taking on any additional assigned duties
6. Customer Care Specialist Functions
- Customer Conversations: Having quality conversations with customers around their questions, needs, or complaints
- Customer Support: Ensuring that every customer encounter feels supported and valued
- Relationship Building: Building lasting relationships with customers based on trust, kindness, and reliability
- Training Engagement: Fully engaging in all training and learning opportunities offered
- Product Recommendation: Recommending products that serve the customers’ best interests
- Service Excellence: Delivering above and beyond customer service experiences
- Active Listening: Practicing active listening, clarifying information, and diffusing upset customers
- Tool Utilization: Utilizing software, databases, scripts, and tools appropriately
- Policy Adherence: Adhering to all company policies and procedures
7. Customer Care Supervisor Job Description
- Customer Service: Ensure that exceptional customer service is being delivered
- Inquiry Resolution: Respond to and resolve customer inquiries and solicit customer feedback and input
- Timely Response: Respond to and resolve customer inquiries in a courteous and timely manner
- Store Performance: Participate with the store management team to improve store performance in areas of sales, controllable expenses, merchandising, marketing, associate retention and associate training
- Management Support: Make appropriate recommendations to store management
- Team Coaching: Provide direction, motivation, and coaching for associates during the shift
- Program Execution: Ensure the 24/7 execution of all customer service programs and processes
- Policy Enforcement: Ensure execution of established safety, security, quality, and store operations policies, procedures and practices
- Cash Handling: Responsible for all cash processes, which also include deposit preparation, lottery, gift cards, and checks
- Cash Processing: Complete cash and lottery processes
- Inventory Accuracy: Responsible for maintaining accurate article-level inventory to maximize sales
- Stock Counting: Perform cycle counts and orders
- Associate Recognition: Recognize associates and celebrate accomplishments