What does customer service do?
Customer service is the customer’s point of contact. If someone has questions or complaints about a product, you are the one representing the brand. If at all possible, answer the question or solve the problem immediately. Perhaps you catch a signal that another product of the brand fits well. The ultimate goal of the interaction? Ensuring that the customer has a positive experience with the brand, even if he or she was angry or disappointed at the start of the conversation.
Gone are the days when customer service automatically made you think of a call center. New technologies allow you to serve customers in many more ways than just by phone. Omnichannel, we call it. Other options include e-mail contact, chatting, or answering social media messages. In some customer service positions, you combine these channels, which adds variety to your job.