What is a Customer Service Assistant?

What is a customer service assistant? Most of us already know the answer, without having to think for even half a second. A person with that title is hired to answer the needs and concerns of every customer that calls on the phone or comes through the door of a business. But, do we really understand what their job entails?

The Realities of a Customer Service Job

Unless you have been in the customer service profession, you probably do not contemplate the customer service job. Since you are the consumer, your main concern is having your issues dealt with as quickly and concisely as possible. Now multiply similar needs by 100, or more, every day?

Now, mix in the customer that cannot be cajoled. In fact, he/she decides it must be the customer service assistant’s fault for the problem at hand-even if logical dictates the employee cannot be responsible. To that mix, add a bit of screaming, yelling, and maybe a few choice words that will really make anyone’s day miserable.

In most cases, after the problem is resolved, it is discovered that it is really no one’s fault. It may involve a technical issue that needs resolved; it may be a simple misunderstand; it can be a million and one different issues that crop up. But, before the dust settles, one disgruntled consumer can eat up a tenth of the entire workday, and the customer service job also requires a lot of paperwork and other duties that must be accomplished before the end of the workday.

Part of the Job Description

Although dealing with less than pleased customers is part of the job description, the customer service assistant can often use a helping hand, or at least some sort of break. Enter the automated software of a call center.

Most of us know how a call center operates. The business programs the software to answer most of the common and simply questions and concerns that come up every day. Through a series of prompts, many of these questions can be answered, and the customer can hang up and go about his/her day. In some cases, the call center can even help the customer make purchases or pay bills electronically.

Of course, the software cannot replace the job of the real customer service assistant. It is more like that much-needed helping hand. While a real live person deals with that disgruntled, confused, or troubled customer that really has a problem that no software can handle, the call center can expedite the needs of the consumer with common ever day small issues.

In short, the job of the customer service assistant is not glamorous. Most of them do not get paid big bucks; nor do they get a paycheck for just talking on the phone all day long. Most of these people are multitaskers in a downsized company that requires the remaining employees to pick up the slack and help the business grow. So the next time you dial a number and get that call center software, think of it is your virtual customer service assistant.