WHAT DOES A CUSTOMER SERVICE DO?

Published: Jun 03, 2025 - The Customer Service Professional provides timely and professional assistance to customers through various communication channels. This position resolves inquiries and complaints efficiently while maintaining high satisfaction levels. This role ensures accurate documentation of customer interactions and follows up on pending issues.

A Review of Professional Skills and Functions for Customer Service

1. Customer Service Administrator Duties

  • Telesales Calls: Make telesales calls to existing and new clients
  • Enquiry Handling: Collate and action web-based enquiries through to quotation and follow up to conversion of sales
  • Product Knowledge: Gain product knowledge to ensure the accuracy of the sales information/pricing structure given to the client is right the first time
  • Quotation Follow-up: Ensure all quotations are followed up on conversion
  • Activity Logging: Record daily activity log on CRM
  • Picking Lists: Produce picking lists for the warehouse staff
  • Stock Liaison: Liaise with other branches to ensure stock transfer requests are processed
  • Customer Response: Reply to all customer’s enquiries in a timely manner
  • Complaint Handling: Follow up on any customer complaint issues, reporting actions through to the depot manager, ensuring that the customer is happy with the outcome
  • Team Support: Provide support to other members of staff
  • Stock Taking: Take part in stock takes

2. Customer Service Agent Details

  • Order Delivery: Ensuring the delivery on time, in full and in quality of the customer's purchase orders
  • Service Maximization: Maximizing service level toward customer satisfaction
  • Order Checking: Checking whether the orders are in line with the provisions of the sales contract or agreement
  • Data Maintenance: Responsibility for maintaining the master data of Customers’ contact and customer material information, and for checking contract, price, orders etc.
  • Order Monitoring: Monitoring the orders and shipped volumes to the customers vs forecast and budget in order to keep sales under control
  • Customer Communication: Keeping the customer informed about his order and ensuring adequate communication with customers
  • Order Registration: Registering/maintaining customer orders in a system
  • Complaint Handling: Receiving and registering all customer complaints/claims
  • Complaint Reply: In agreement with the SC manager, provide a reply to all customer complaints
  • Export Documentation: Establish and issue Export / Import documents for the shipments
  • Invoice Approval: Check and approve activities and invoices of some service providers
  • Authority Relations: Maintain good and diplomatic relations with authorities like the Ministry of Foreign Affairs, the Customs Office, the Veterinary Office, Chamber of Commerce
  • Cost Approval: Check and approve of extra costs based on the contracts with service providers

3. Customer Service Associate Responsibilities

  • Information Accuracy: Provide customers with accurate and complete information using multiple systems and customer relations tools
  • Inquiry Response: Respond directly and independently to customer service inquiries and recommend escalation of cases
  • Resolution Implementation: Implement original resolutions and create new service protocols
  • Time Management: Effectively prioritize and manage time while responding to a diverse range of customer inquiries
  • Technical Support: Work closely with a broad cross-section of stakeholders within the company including engineers, software developers, product managers, and other support staff, to provide comprehensive technical support for all of the products
  • Communication Assistance: Assist in the creation of outgoing customer communications and participate in case review sessions
  • Product Demonstration: Provide in-depth and personalized product demonstrations
  • Team Communication: Communicate effectively with team members

4. Customer Service Consultant Job Summary

  • Customer Outreach: Initiate contacts with customers and clients to increase sales or improve relationships between customers/clients and the company
  • Complaint Resolution: Resolve customer complaints via phone, email, mail, social media, and other channels
  • Inquiry Management: Monitor and manage daily customer inquiries on all given communication channels
  • Information Accuracy: Advise outsiders on company information with the highest accuracy
  • Journey Assistance: Assist managers or supervisors in different stages of the customer journey, from pre-sale to after-sale
  • Marketing Knowledge: Keep up with the latest marketing trends and constantly get updates about digital marketing knowledge and skills
  • Event Attendance: Attend all company-assigned offline and online events

5. Customer Service Coordinator Functions

  • Call Handling: Taking inbound and outbound telephone calls and email enquiries
  • Enquiry Response: Dealing with all customer enquiries professionally, ensuring all are responded to within SLA time frames
  • Cross-Department Liaison: Liaise with all departments across Sharpsmart to ensure service excellence across customer accounts
  • Case Logging: Using the Case Management system to log all customer enquiries, maintaining 100 % accuracy
  • Case Monitoring: Handling and monitoring customer cases
  • Root Analysis: Conducting root cause analysis through the cause, effect, solution method and providing ongoing solutions to customers
  • Third-Party Liaison: Liaise with third parties for service-related requests and coordinate responses and keep all key parties updated
  • Team Support: Supporting the Sales and Marketing team
  • Customer Feedback: Completing Customer Courtesy calls and gaining valuable customer feedback and insight into the service provider
  • Visitor Organisation: Organising Duty of Care visits alongside hosting visitors/customers onsite, which may also include meeting room set up and organising refreshments

6. Customer Service Director Job Description

  • Tool Definition: Define necessary tools and roadmap to develop the Customer Service operations through systems, processes and people
  • Strategic Initiatives: Drive strategic initiatives within the Customer Service team together with cross-functional partners in operations, sales, finance, merchandising and business planning
  • Sales Strategy: Work with the senior leadership team to develop an outbound sales strategy to achieve internal sales targets and goals
  • Gap Assessment: Deliver service gap assessments based on current capabilities vs strategic planning
  • Service Strategy: Define and evolve service strategies to deliver best-in-class performance
  • Terms Enhancement: Define, assess and enhance customer T&C to increase operational efficiencies
  • Risk Management: Monitor channel chargebacks and develop strategies to minimize risk
  • Account Management: Responsible for all orderbook and account management activities

7. Customer Service Executive Overview

  • Customer Contact: Contact potential or existing customers to inform them about a product or service using scripts
  • Product Inquiry: Answer questions about products or the company
  • Requirement Analysis: Ask questions to understand customer requirements and close sales
  • Prospect Referral: Direct prospects to the field sales team
  • Data Entry: Enter and update customer information in the database
  • Order Processing: Take and process orders in an accurate manner
  • Grievance Handling: Handle grievances to preserve the company’s reputation
  • Record Keeping: Keep records of calls and sales and note useful information

8. Customer Service Rep Intern Tasks

  • Customer Service: Provide fantastic customer service via phone calls, instant messages and emails
  • Call Management: Manage large amounts of incoming calls, instant messages and emails
  • Needs Identification: Identify customer needs, create solutions and ensure a positive experience
  • Account Management: Open and maintain customer accounts, prepare product or service reports, collect and analyze customer information
  • Relationship Building: Establish, develop and maintain positive customer relationships
  • Complaint Resolution: Handle complaints, provide appropriate solutions and alternatives, and follow up to ensure resolution
  • Communication Compliance: Follow communication procedures, guidelines and policies
  • Performance Targets: Meet customer service team call handling quotas and quality goals
  • Software Utilization: Utilize various software systems to optimize efficiency and performance

9. Customer Service Specialist Roles

  • Order Management: Order management in the ERP system
  • Purchase Orders: Sending of purchase orders to vendors (intercompany or third parties)
  • Delivery Monitoring: Delivery time monitoring, interacting with vendors (by e mail, calls)
  • Delivery Management: Monitoring and managing deliveries to the customer
  • Invoice Support: Sales orders, invoice creation and support in solving e-invoicing issues
  • Finance Support: Support for the finance department for solving issues linked to purchase orders and sales orders
  • Sales Forecasting: Support to the Customer Service Manager for the monthly Net Sales forecast
  • Return Process: Manage any product return process following the reverse process from the customer to the warehouse

10. Customer Service Supervisor Additional Details

  • Onboarding Training: Onboarding and training new customer service reps (CSRs)
  • Performance Supervision: Supervise and monitor the performance of CSRs
  • Call Handling: Receive incoming calls for customers inquiring about the program
  • Sales Calling: Conduct outgoing sales calls to prospective customers
  • CRM Entry: Enter detailed sales & customer information into CRM
  • Data Accuracy: Ensure that all required information is accurately entered into all relevant systems and effectively communicated to all relevant personnel/departments
  • Relationship Building: Build and maintain close working relationships within the organization, ensuring the successful execution of company objectives
  • Performance Measurement: Measure performance with KPIs such as call interruptions, calls waiting etc.
  • Database Maintenance: Maintain call center database by entering, verifying information and updating contact log
  • Management Collaboration: Work with upper management to ensure that the expected service/performance is being achieved
  • Coaching Facilitation: Facilitate one on one coaching sessions with agents to increase performance results
  • Performance Meetings: Participate in weekly meetings with CSRs to discuss current performance trends and develop proactive solutions to attain expected performance levels

11. Customer Service Team Lead Essential Functions

  • Team Management: Take part in the member’s daily management including time schedule, vacations and work division
  • Team Support: Help the team members with daily work and answer questions
  • Training Evaluation: Train new members and evaluate the (QC) existing team
  • Dispute Escalation: Lead technical disputes (Tier 2) escalation
  • Tool Development: Help ongoing development of CS working tools
  • Complaint Response: Respond to official complaints and provide answers following market events
  • Department Coordination: Coordinate with other departments on a daily basis
  • Cross-Department Support: Provide assistance to marketing and product departments
  • Daily Updates: Issue a daily update email
  • Knowledge Base: Focal point and knowledge base / FAQ for the CF members
  • Reporting Tasks: Reports (daily issues, complaints, PP monthly, daily workload)

12. Customer Service Architect Role Purpose

  • Solution Driving: Driving solutions aligned to the latest innovative business and technology advancements
  • Solution Creation: Creating winnable and deliverable solutions
  • Solutioning New: Solutioning In the New by using leading operational and commercial levers to ensure total value is enabled at all layers of the deal construct
  • Solution Development: Development and ownership of the complex solutions underpinning compelling proposals that maximise Accenture's competitive position in the Customer Operations space
  • Bid Direction: Setting the direction of each bid including developing the solution strategy in close consultation with the Sales lead, with support from a Senior Solution Architect or Enterprise Architect
  • Solution Articulation: Articulation of the solution in clear, concise language that the customer understands
  • Solution Alignment: Ensuring alignment of the solution to the customer's buying criteria
  • Architect Collaboration: Collaborate with other architects from Accenture's BPO organization, including delivery, mobilization, technology etc., to plan and architect the overall delivery architecture and capabilities and produce a coherent solution
  • Relationship Management: Relationship management with customers and partners at all levels of organizations
  • Cost Accountability: Accountability for the costs associated with the proposed solution and the capture of these within a cost model
  • Approval Leadership: Leading the internal Solution and Delivery approval processes, ensuring an appropriate brief

13. Customer Service Manager General Responsibilities

  • Cross-Functional: Work cross-functionally and execute on key initiatives to achieve successful health system implementations and expand the client footprints of Phreesia products
  • Client Understanding: Work with the team to understand client needs and goals and translate those into growth objectives tied to product expansion of Phreesia
  • Team Support: Support team in the execution of objectives
  • Value Communication: Work closely with prospects to understand the value Phreesia can bring to the organization, while conveying the ideal patient and staff experiences
  • Project Leadership: Lead a team overseeing Phreesia implementation projects where there will be multiple Phreesia internal teams involved, while serving as the leadership point of contact for the client
  • Contract Management: Maintain a complete understanding of contract deliverables and set appropriate expectations internally and externally regarding project scope
  • Resource Identification: Identify resources to ensure the project is delivered on time and within budget
  • Strategy Adaptation: Ability to deviate from the project plan and offer new strategies while gaining consensus from Executive Management to move initiatives forward
  • Use Case: Determine new use cases for existing Phreesia products and offer recommendations to clients
  • Change Management: Support and drive the change management process and actively help to gain buy-in from peers on new initiatives
  • Escalation Management: Manage client-related escalations and collaborate to resolve issues
  • Effective Communication: Communicate effectively at all levels
  • Accountability Management: Hold the team accountable for the development and management of project plans, utilizing project management software
  • Team Development: Grow and develop the team into future leaders
Relevant Information
What Does A Customer Service Executive Do?
What Does A Customer Service Specialist Do?
What Does A Customer Service Administrator Do?
What Does A Customer Service Manager Do?