Every customer service administrator should master specific skills. These hard and soft skills support the management of customer service operations to ensure satisfaction with the company’s products or services.
Knowing which skills to develop supports success as a customer service administrator. The following are some of the top skills to prioritize.
Hard Skills for a Customer Service Administrator
A customer service administrator should master these hard skills:
Product or service knowledge
Extensive knowledge of the company’s products or services helps a customer service administrator share information and answer customer questions to make informed purchasing decisions. Thoroughly understanding the offerings also supports troubleshooting and resolving product or service issues.
Customer Relationship Management Software
A customer service administrator uses customer relationship management (CRM) software to track and analyze interactions with customers. The software supports the identification of trends in customer behavior to provide more effective customer support. For instance, if many customers ask the same question about a product or service, the question can be added to the CRM to quickly reference for future customers.
Microsoft Office
Many customer service administrators use Microsoft Office programs such as Word, Excel, and PowerPoint to create documents, spreadsheets, and presentations to share with other employees and customers. These programs also are used to record information about sales transactions and take notes on customer feedback.
Invoicing
Creating and sending invoices is important for a customer service administrator. This process helps track product or service sales and expenses and bring in revenue.
Account management
If you oversee a team of customer service representatives in your customer service administrator role, you must ensure they provide customers with the required attention. Therefore, you must delegate responsibilities, prioritize tasks, and track customer information to reach this objective. You also must manage employee performance, review sales records, and analyze data from surveys and feedback forms.
Soft Skills for a Customer Service Administrator
A customer service administrator should master these soft skills:
Organization
The ability to keep track of multiple tasks and responsibilities as a customer service administrator is important. Many duties require your attention at any given time.
For instance, you must maintain organization during meetings so participants can share information and ask questions. As a result, you must prioritize your work to reach deadlines.
Adaptability
Working as a customer service administrator requires adapting to changing circumstances. For instance, you might need to change your schedule or work hours if an employee calls in sick. You also might need to change your approach to handle customers with unique needs, such as a preference for email correspondence or phone conversations.
Communication
The ability to clearly and concisely communicate is essential as a customer service administrator. For instance, you must communicate with departments, employees, and customers to relay messages and maintain positive relationships. You also must write and edit documents to support business operations.
Empathy
The ability to understand and share another person’s feelings is required as a customer service administrator. Empathy is especially important when interacting with an upset or frustrated customer. This ability helps resolve issues to maintain customer satisfaction.
Problem-solving
A customer service administrator must identify and resolve customer issues regarding billing information, company policies, and other concerns. You also must support employee conflict resolution and address other workplace problems.
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