Job Description

Customer service is

the assistance and support a company provides to customers before, during, and after a purchase

. It involves helping customers with questions, problems, and ensuring their satisfaction through various channels like in-person, phone, email, and live chat. Good customer service is a key factor in increasing customer loyalty, retention, and a company's success.


What it involves

Pre-purchase:

Offering product suggestions and answering questions.

During purchase:

Guiding customers through the buying process.

Post-purchase:

Helping with issues, complaints, returns, and providing ongoing support to ensure a smooth experience.
Why it's important

Increases customer satisfaction and loyalty:

Happy customers are more likely to return and recommend the company.

Improves retention:

It's often more cost-effective to keep existing customers than to attract new ones.

Provides a competitive advantage:

Exceptional service can set a brand apart from competitors offering similar products.

Informs business decisions:

Feedback from customer interactions can help improve products and services.
Common channels

In-person:

Interactions at a physical store.

Phone calls:

Direct and detailed communication.

Email:

For detailed inquiries or when immediate responses aren't needed.

Live chat:

Real-time assistance available on a website or app.

Social media:

Publicly addressing inquiries and feedback on platforms like Facebook or X (formerly Twitter). *

Self-service:

FAQs, knowledge bases, and AI-powered chatbots that allow customers to find answers independently.