When we delve into the "life" of this customer service consulting profession, we will realize that there are many difficult-to-speak confidants inside this job.
Most outsiders will see that customer care consulting is a leisurely job, every day just sitting and consulting and taking care of customers. But in fact, "this is a challenging playground", forcing customer service consultants to constantly learn and improve to keep up with their work and serve customers the best they can. To understand better, Navigos Search invites readers to follow along and share about " happy - miserable customer care consulting career " through this article!
1. What are the duties of a customer care consultant?
Customer care consultants are the ones who answer questions, give advice and the best solution to customers. The person doing this position will always follow up with customers before and after the time of buying products and using services.
The main tasks of the consultant and customer care staff are as follows:
- Listen to customers' inquiries about products and services and provide complete and accurate information, answers or feedback
- Consulting and persuading customers to buy and use services
- Receive orders and process invoices, process payments
- Store customer information
- Handling customer complaints and returns, if any
- Collect, research and analyze customer needs to propose business development strategies to superiors
- Expand the list of potential customers
- Care, survey on customer satisfaction
The job of a customer care consultant
2. Difficulties in the profession
Not really understanding customer needs
The actual needs, personality and preferences of each customer are diverse and different. Therefore, not really understanding customer needs makes the consulting process difficult.
To overcome this, in case customers understand their needs, you need to go straight to the benefits, uses of products and services to solve their wants. And if customers do not know their needs, you need to build a good relationship with them and be willing to listen and understand them. Thanks to that, you will know the current status and expectations of the customer to perform the next work.
Meet difficult "gods"
Considered a profession of "making a bride of a hundred families", customer care consultants will inevitably have difficult and angry customers. To cope, you need to be patient, calm, and show empathy to come up with the best solution. Try to offer more options to make the customer feel more comfortable.
An unexpected incident happened
In the process of consulting and taking care of customers, you may face problems and unexpected situations such as a faulty product shipment, customers losing confidence in the product, brand reputation, etc. affected brand...
All you need to do now is acknowledge the problem, continuously update the troubleshooting process through means such as texting, email, calling, etc. On behalf of the business, you should be proactive. apologize to the customer and take responsibility for what happened.
Support multiple customers at the same time
Having to support multiple clients at the same time is a common occurrence in this profession. Moreover, each customer always wants to be prioritized and cared for over others, so you need to have a reasonable work plan to contact, provide the best consulting and care services.
.jpg)
People who work in this profession have to overcome many difficulties
3. Attractive benefits of customer care consulting profession
Along with the difficulties, this job also attracts many young people to pursue because of many attractive benefits:
Improve professional skills, develop soft skills Surely when becoming a consultant for customers, your marketing and sales skills will be honed and enhanced. That is the most solid foundation for you to stand firm and do your job well.
With this position, you have to talk to many different customers and have to consult and solve many problems from simple to complex. As mentioned, you also face difficult "gods" and have to self-regulate your emotions to listen and support them.
That's your chance to develop soft skills that are useful for all future jobs. Some skills that you can develop well when choosing this career are communication skills, patience, persuasion, problem solving, psychological grasping, ...
Degree requirements are not too high
Units that recruit customer care consultants often do not pay too much attention to the candidate's qualifications. Therefore, if you possess sales and marketing skills and are passionate about this profession, you can completely submit your CV at the appropriate workplace.
Various working locations
Typically, customer service consultants will work in the company's office. However, when technology develops strongly and crept into almost every industry today, you can completely consult online for customers or work flexibly, as long as you achieve high work efficiency.
Great advancement opportunity
If you hold this position well for 3 years or more and continue to improve your professional capacity, you are fully capable of being promoted to team leader, customer service manager . When you have a solid professional qualification, you can also apply for higher positions in your profession at other companies and businesses.
Advancement opportunities are great
Opportunities for advancement and career development are great, as long as you need to do well in your current role and constantly learn and make efforts to accumulate knowledge and experience in the profession. Navigos Search hopes the above information has helped you gain insight into customer care consulting work.
Don't forget to follow Navigos Search's Linkedin and Facebook pages so you don't miss any market information, useful HR articles, career enhancements, etc.
Right now, if you are looking to become a banking IT or have ambitions to find another job that matches your capacity and experience; or your business is in need of recruiting mid-level and high-level personnel, please contact Navigos Search quickly. Surely, the candidate will achieve the dream job within reach, the enterprise will own the best factor!
Contact the Northern headhunter team here
Contact the Southern headhunter team here
Navigos Search - Vietnam's leading mid- and senior-level talent hunting company