Skill Requirements for a Virtual Customer Service Job
Virtual customer service job is a job that connects activities which depend on service and customers. They usually involve interaction over a PC or mobile phone, unlike the classic customer service jobs which are all performed in a face-to-face. There is a wide variety of virtual customer service jobs. We will explore the most popular ones in this article, along with the skills required for each one.
Virtual Customer Service Jobs
There most popular jobs in this category are listed below.
Virtual customer service representative
Working as a virtual service representative means that it’s your job to give the customer the value they deserve. The business value here lies in their approach to the customer and understanding towards their needs.
Virtual customer support representative
Their main task is resolving customer technical issues. Usually, IT-based companies use the term service support because of the psychological impact the term has on customers. As a result, customers usually relate the word support to IT technologies.
Virtual call center representative
Call centers focus on contacting not only current customers. Their job is to contact potential and former customers as well. This job placement involves performing telemarketing sales, marketing surveys, and voter campaigns.
Required Skills for a Virtual Customer Service Job
Skills can be the main factor in deciding whether you are fit for a certain job. That’s why you need to identify your skills, that can be used to apply for a virtual customer service job posting. Moreover, virtual customer service jobs require a variety of skill, and some are more impactful than others.
Picture 1. Skill requirements for a virtual customer service agent
Imagine if you contact some call center and after agent answers the call, everything is according to protocol. Then all of the sudden, an agent starts to explain a solution using slang. That’s quite unacceptable, right? It’s up to an agent to act mostly professional, which is the main indicator of competence. An unqualified agent can greatly harm the company’s reputation in many ways. Great communication skills give customers a sense of trust in an agent. Hence, a bigger vocabulary can resolve interaction much faster. Using the words that aren’t part of an everyday conversation customer gains much higher opinion about the agent’s knowledge.
Every agent, no matter the job they do, needs to possess certain comprehension skills. This is largely due to the fact that explaining procedures are a big part of his workday. He needs to understand what he is explaining, and he needs to know how to explain.
For example, you call your telecommunication service provider and you ask for a new service. Agent offers you two services where the only things he understands are the name and the price of service. Wouldn’t something like that make you rethink your service provider? You can clearly see what lack of agents comprehension brings to customer service.
Talking about comprehension, we count on agents capability to recognize the level of knowledge that the customer has. There’s no point in explaining something in the same way to IT guy and an average user.
Decision – making skill
The business environment these days is so fast that moving that companies can’t afford to have employees who can’t make decisions on their own. This can be related to a general customer lack patience and high expectations, but that’s topic for some other time. Companies need employees who are confident to decide on their own. Not only that, all employees must be able to think quickly. If their decisions are too slow, their general productivity will most likely fall. There’s no need to say anything if an agent makes bad decisions quickly. Decision making isn’t an easy task, as it requires a holistic approach where he needs to think about everything in order to succeed.
To work his job efficiently and keep up with the quotas that he must fulfill, every agent needs to have the ability to multitask. It is applied that an agent doesn’t have instant knowledge about the solution of every customer inquiry. During every call or interaction, he needs to be able to communicate with the customer and search for the solution or implement one at the same time. As a result, if you want to work in virtual customer service efficiently, you need to able to multitask your assignments.
Strong nerves are a must, customers have become demanding like never before. The way customers behave isn’t proportional to their demands. Hence, a job in this promising industry requires a sensibility towards people, as well as good nerves when dealing with their needs. Disgruntled or angry customers can be very unpleasant. In a lot of cases, their behavior can even surpass the limits of rational thinking. Managing emotions and offering a way to calm them down is therefore essential to a virtual customer service job. If you desire to work as an agent, you’ll need to have a certain emotional intelligence and maturity.
Other skills you’ll need to be a successful virtual agent depends on what job are you most interested in. You should consider testing your skills in troubleshooting, logical thinking, and technical knowledge. Virtual customer service jobs also require adaptability, analytical, interpersonal and listening skills.
Virtual customer service offers a wide variety of career benefits, depending on what you are most interested in. If you are interested in developing your career in this industry, you should first evaluate your skills. This will help you get your bearing and find exactly what kind of virtual customer service job suits you best.
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