A customer service expert provides product information and details, and manages queries and complaints of users. Their goal is to manage expectations, deliver a positive customer experience and boost customer relationships.
Experienced customer service experts are experienced in answering queries, providing solutions and resolving issues. The expert can also be responsible for generating sales leads and identifying customer needs to achieve satisfaction.
Need for Customer Service Providers
Customers seek the help of customer service whenever they have any questions, suggestions or complaints about a company or its products/services. Your customers expect to get specific and useful information. The specialist can through phone calls and emails, offer troubleshooting information, assess customer needs and information, and provide a wide range of relevant information.
What a Customer Service Professional Does
A freelance customer service professional can provide a wide range of services. They are responsible for providing quality customer service through different modes including telephone, email and/or live chat. It is important that the service is provided in a timely manner. They analyze customer complaints and provide resolutions.
The freelancer keeps track of proposed resolutions and maintains regular follow ups. They prepare documents and generate reports. The expert develops product/service knowledge and keeps up-to-date with the latest changes. They communicate customer feedback to the relevant team to improve customer experience.
Finding the Perfect Freelancer
When looking for the right freelance customer service provider, it is recommended to hire expert freelancers having the following skills and qualities:
- Basic computer skills including MS Office suite and the ability to learn proprietary computer software.
- Familiar with customer relationship management (CRM) systems and best practices.
- In-depth knowledge of the product/service being offered.
- Ability to clearly describe the product/service’s features and functions clearly.
- Empathetic skills and a strong passion for helping customers.
- Excellent written and verbal communication skills and interpersonal skills.
- Ability to effectively respond to customer inquiries, requests and complaints in a timely and professional manner.
- Exceptional organizational skills.
- Proficient in telephone, email and chat etiquette.
- Self-motivated, an eye for detail and the ability to multitask.
- A logical way of thinking to provide answers and resolve different types of issues.
- Capable of prioritizing tasks and completing them on time.
The right customer service experts have excellent collaborative skills and can work as part of a team while being excellent problem solvers.
Guru Tip: Guru makes it easier for you to find freelancers online and manage your relationship with them. Choose an agreement template and customize it to set the terms of payment for the freelance customer service.
Find an accomplished customer service expert on Guru, post your job for free, here.