Customer Service Specialist Duties & Responsibilities

The role and function of a Customer Service Specialist includes the following duties and responsibilities:

Promptly responding to customer queries via email, live chat, video, phone, and social media channels.
Immediately escalating serious complaints or issues that you are not equipped to deal with.
Liaising with colleagues or managers to find the best solutions to customers’ issues.
Identifying common problems and escalating them to management, along with possible suggestions for improvement, wherever possible.
Familiarizing yourself with new products and services as they are introduced.
Attending workshops and meetings as required.
Providing training to new customer service agents.
Respecting client confidentiality at all times.
Maintaining a polite, helpful, and professional manner at all times.
Obtaining and sharing customer feedback with colleagues and other departments so that products and services can be improved.

Note that this is not an exhaustive list of Customer Service Specialist duties and responsibilities. Job functions for specific Customer Service Specialist roles may vary, depending on the industry and type of employer.

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