Customer support employees are responsible for liaising with and providing support to customers on behalf of the business. They are the point of contact for customers who have any questions, or need any assistance. Their objective and focus at all times should be to ensure they provide first-class quality service, and ensure customers have a positive experience with the business.
Customer support team members have access to customer accounts and files, and therefore will be able to access any information they need in order to successfully help the customer. They must be very knowledgeable about the business and the products and services that are offered, so that they are able to answer any question that may arise.
Day-to-day tasks of this role:
- Answer any customer questions.
- Handle any complaints that may come through.
- Record and log feedback from customers so that changes can be made if necessary.
- Take orders, and payments from customers.
- Update customer accounts.
Understand the Role
Review the skills profile
To find the best person for the role, you need to understand what the role involves. You can complete this with the hiring manager to define the role, what it contributes to the organization, and the skills needed.
Write a job description based on skills
Once you understand the requirements for the role, you’ll need to understand the skills for success. You can then write an effective job description to promote your role.
Select the ideal candidate
See which applicants have the right skills for the role. Send all your applicants a Vervoe skills assessment from the expert library, or customise one for your organization.
Interview top performers
Your skills assessment results will identify top performers. Focus your time on interviewing those that have met or exceeded your requirements. Assessment results will also help guide which skill areas to focus on in the interview.
UNDERSTAND THE ROLE
Skills profile for Customer Support
There are no tertiary qualifications required to be employed in a customer support role, however the completion of high school, and relevant industry experience is favourable. There are some common skills required for this position.
A must-have skill for a customer support person at any business is patience. They must be able to remain calm and collected in high pressure situations, and try to find a solution that suits the customer and the business needs. They must display positivity and patience with customers who can otherwise be frustrating, and always focus on resolving issues in a timely manner without jeopardising quality of work.
A customer support employee must also be extremely solutions-focused. They must be constantly looking for solutions to problems even if they aren’t immediately obvious, and be able to think outside of the box when managing problems.
Strong communication skills are also essential to be successful in this role. A customer support employee must be able to communicate in a clear and concise manner both verbally and written. They also must be able to clearly articulate so that customers from various backgrounds understand their messaging when speaking on the phone, in order to reduce the risk of misunderstanding.
Once you’ve determined the skills required for the role, you can write the job description to advertise for your position.
Customer Support Job Description
- Why is this role being filled?
- How does this role fit into the organization and the team?
- What makes your company unique?
- What would it be like to work for you?
- What technical skills are needed for this role?
- Which soft skills are applicable?
- What are the nice-to-have experiences of your ideal candidate?
- Include availability preferences in this section
- What are the key deliverables for this role?
- What does the day-to-day of this role look like?
- Compensation & bonuses
- Employee benefits & perks
- Ongoing training benefits
PRO TIP #1
In the role, the successful candidate will be required to use many different platforms to communicate with customers, and it is important to list these competencies in the application. These platforms that the applicant will have to be able to use may include online chat, emails, phone calls or video calls.
PRO TIP #2
Ensure that the entire recruitment process from job description to assessment to interview reiterates your company vision and values. This will help you identify the right people for the role, and applicants will know whether your company is the right fit for them.
Sample skills assessment
Question Type: Document
Choose a common process and describe it step by step to me. It could be making a coffee, making toast.. Anything. Please do so in the document attached.
Question Type: Text
Describe a time where you solved a problem when the solution wasn’t initially obvious to you.
Question Type: Video
Tell me about a situation where you have remained calm when the other person was angry or agitated. How did this situation resolve itself?
Interview guide for Customer Support
Once your Vervoe skills assessment has surfaced the most qualified people for your open role, you can focus on interviewing these candidates. The PDF interview guide contains structured questions against each of the competencies for this role.
This interview guide is intended to be used in conjunction with the Vervoe skills assessment. Where a candidate has scored Low – Medium on a skill, focus on asking more questions from that skill to gain deeper insight into their level of competency.
PDF INTERVIEW GUIDE
Get your copy of the interview guide to complete the hiring process. Includes questions against each of the skill competencies for the role.