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Customer Service Representative

Carmela Smith

Tell us about your work-what do you do? I work on the phone for a major credit card company in their anti-attrition and welcome department. I welcome new card members, activate their card and explain benefits. I try to keep card members with us who call in to cancel by selling features of the card. What skills are needed? Excellent phone etiquette , proper and clear diction , having product knowledge and always having a "smile" in your voice. What was your major? Languages and Linguistics How did you get started in your career? While working at a restaurant, I was approached by a member of management for the company I now work for. I was still in school and they wanted me to come in for an interview. What experience do you need in this job? They wanted a Bachelor's degree as well as good typing abilities and some computer skills . Describe your "typical " workday: I wear a headset and sit in front of my PC and take incoming call after incoming call. I also log all of my calls daily for a monthly report that I have to submit. What is the hardest aspect of your job? The challenge of defusing an irate customer. You need to sympathize and yet not patronize and win them over. It's essential to always maintain professionalism even if the customer seems out of control. What is the most rewarding aspect of your job? Being able to help a card member out of a difficult or complicated situation and have them appreciate your efforts. Hearing them "smile" back at you let's you know it's a job well done. What are your suggestions for someone considering this field? Whatever your degree may be in and whatever experience you have in dealing with people is fundamental. Your knowledge and your ability to learn is essential in learning about you're your company and the product it is selling. People skills should be strong and proper grammar and diction are essential. "You are" the company the customer is calling. That contact with you whether by phone or in person is critical to business. Take ownership of the company you are working for and have pride and you are sure to be a success in anything you do.