Role Blueprint

Customer Support Staff

Job Description

Direction & Priorities

Tools & Software

Measuring Performance

Onboarding & Training

Why hire a Customer Support Staff?

Word of mouth by customers is powerful marketing that has long contributed to businesses’ organic promotion and success. Likewise, quality retail customer service can create that impact for you. Every detail of a customer’s experience is crucial in the exposure and publicity your products, services, and branding will receive. Or if there will be one at all.

While encouraging consumers to give feedback is one part of good customer service, it also offers insights and a gauge into the strengths and weaknesses for companies to strategize on and to improve further and highlight in their products and services.

Studies show that higher customer satisfaction results in higher levels of customer loyalty. And with higher customer loyalty, there will be higher profits. Quality products and services grow the business, but quality customer service is big on succeeding in customer retention and giving companies a competitive edge.

Job Description

Customer support roles are companies’ front-line team players that provide valuable customer assistance in various channels such as email, phone, and social media. They work with the different divisions to offer quick responses and actions needed to resolve issues. In addition, they form positive exchanges by resolving questions and problems and providing guidance on products and services.

They represent the company and take ownership when answering the concerns of customers. And with their confidence and performance of their skills and knowledge, they are the support role that can build the business’s reputation that satisfies customers from pre-sales to after-sales interactions.

  • Experience working with customer support
  • Communication skills
  • Competent technical knowledge (that can learn fast to be) well versed with products and familiar with the latest technologies in customer support
  • Quick on their feet (and has the) ability to multitask seamlessly between tasks
  • Organized and detail-oriented
  • Ability to honor deadlines
  • A proactive approach to support
  • Excel in having good conversations with customers
  • Exhibit mastery in the product/service
  • Positive outlook that isn’t put down by a bad customer interaction
  • Should be able to interact with a customer and immediately get the context of their problem
  • Answering both general/specific question about a company’s products or services
  • Take ownership of the customer’s issues/problems and be the single point of contact for all enquiries to the troubleshooting procedure, the expected resolution time, and updates on the progress made
  • Have sound knowledge of the product/service which will help them suggest a solution to the customer right away
  • Escalate a problem to the right internal team(s) and follow up with them regularly for progress updates if the issue of the customer is facing is beyond the immediate scope of the support rep
  • Handling customer complaints
  • Collect prompt and accurate feedback from customers
  • Document knowledge into helpful content in the form of solution articles
  • Master the use of helpdesk softwares

Where they fit in the org chart

Direction & Priorities

Customer support staff are part of conflict resolution and their basic role is short-term problem-solving. Their services are assessed based on the quality and speed of the help provided. Factors mainly include customer satisfaction, response time, and resolution.

One key focus of the customer support staff is developing a good relationship with the customers, and creating a friendly and helpful environment that results in a positive experience. This can be done with having good communication and customer service skills, and exceptional product knowledge, its description, use, features, and material, among other things.

A well-planned idea will be executed well. Having a clear set of goals and direction is essential for any plan to become successful.

It sets a guideline to follow for our marketing campaigns so that it aligns perfectly with what we want to achieve. Furthermore, it gives us the groundwork to tailor-fit our strategies in engaging with your customers in a relevant and timely way. We want to develop SMART (Specific, Measurable, Attainable, Relevant, Timely) goals and strategies to develop content that would lead our customers to choose us over our competitors.

Digital Marketing is the most affordable and effective way to market to your customers. By listening and monitoring your social media metrics, you can analyse where your customers are engaging with your brand more deeply and when you would be able to most effectively market to them your products. By analysing the right information and at the right time, you can grow your business successfully with a large variety of digital marketing platforms, such as email and social media.
By identifying the key conversion points in your marketing funnel, you would be able to optimise the way you market to your customers digitally. In doing so, you would be targeting two of the main goals of digital marketing: Lead Generation and Brand Awareness. It is the Digital Marketer’s role to plan and manage your digital marketing channels to generate interest in your brand online and create strategies that would entice them to try your product and become confirmed leads.

Tools & Software

A Digital Marketer’s work is supplanted by the use of a variety of tools. There is a large array of software available at the Digital Marketer’s disposal to make their work more efficient and accurate. These programs range from those that serve as a means to help communicate with colleagues and clients more efficiently, to content creation, and to monitoring activity and progress.

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