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Customer Service Specialist Assistant Job Description

Job Title: Customer Service Specialist Assistant

Overview/Summary of the role:
The Customer Service Specialist Assistant is responsible for providing assistance to the customer service team in managing customer inquiries, complaints, and feedback. They work closely with the Customer Service Specialist to ensure customer satisfaction and retention.

Responsibilities and Duties:
- Respond to customer inquiries and concerns via telephone, email, and chat
- Resolve customer complaints and issues in a timely and efficient manner
- Follow up with customers to ensure their issues have been resolved
- Support the customer service team in managing customer feedback and reviews
- Document customer interactions and feedback in the appropriate systems
- Contribute to the development of customer service policies and procedures
- Other duties as assigned

Qualifications and Skills (Separate Hard skills and Soft skills):

Hard Skills:
- Proficiency in computer systems and software (e.g. Microsoft Office, customer service software)
- Excellent communication skills, both written and verbal
- Strong attention to detail and accuracy
- Ability to multitask and prioritize tasks effectively

Soft Skills:
- Empathy and patience in dealing with customer inquiries and concerns
- Adaptability and flexibility in a fast-paced environment
- Strong problem-solving skills
- Good team player

Education and Experience (Required and preferred):
- A minimum of a high school diploma or GED
- Previous experience in customer service or related field preferred
- Additional education or training in customer service or related field is a plus.

Licensing (if applicable):
Most customer service specialist assistant positions do not require any specific licensure or certification. However, depending on the industry, some may require a specific license or certification, such as in financial services or insurance.

Typical Employers:
Customer service specialist assistants can work in a variety of industries, including retail, hospitality, healthcare, financial services, and insurance. Some typical employers include call centers, banks, hotels, and hospitals.

Work Environment:
Customer service specialist assistants typically work in an office setting, but they can also work remotely from home. They may work full-time or part-time, and their schedules may vary depending on the employer's needs. Customer service specialist assistants are frequently required to work evenings and weekends to accommodate customer needs.

Career Pathways (both leading to this position and next positions):
The pathway to becoming a customer service specialist assistant can vary, but typically involves a high school diploma or equivalent and some customer service experience. Some individuals may also pursue vocational training or an associate degree in areas such as business, communications, or customer service.

From a customer service specialist assistant position, individuals can advance to senior customer service positions or supervisory roles. They can also advance to other areas of the company, such as sales or marketing.

Job Growth Trend (USA and Global):
According to the US Bureau of Labor Statistics, employment of customer service representatives, which includes customer service specialist assistants, is projected to decline 2 percent from 2019 to 2029. However, this decline is primarily due to the increasing use of automated customer service systems rather than a reduction in demand for customer service workers. The global job growth trend for customer service representatives is expected to remain steady, with some growth expected in emerging markets.

Career Satisfaction:
Customer Service Specialist Assistants generally report high levels of job satisfaction due to their ability to help customers and solve their problems. They also enjoy the variety of tasks and challenges that come with the job.

Related Job Positions:
Other customer service positions that are related to a Customer Service Specialist Assistant include Customer Service Representatives, Call Center Representatives, and Customer Service Managers.

Connected People:
Customer Service Specialist Assistants interact with customers, as well as other customer service representatives, managers, and supervisors. They also work closely with sales and marketing teams at times.

Average Salary:
In the USA, the average salary for a Customer Service Specialist Assistant is around $33,000 per year. In the UK, it is around £18,000, while in Germany it is approximately €27,000. In India, the average salary is around ₹284,000 per year, and in Brazil, it is around R$24,000 per year.

Benefits Package:
The benefits package for a Customer Service Specialist Assistant can vary depending on the company they work for, but may include health insurance, paid time off, retirement plans, and performance bonuses.

Schedule and Hours Required:
Customer Service Specialist Assistants may work full-time or part-time hours, with shifts varying depending on the company's needs. Some positions may require evening or weekend shifts, and at times, overtime may be required.

Level of Autonomy: As a Customer Service Specialist Assistant, you can expect to work under direct supervision. You will be provided with clear guidelines on how to perform your duties and will consult with your supervisor or team members as needed. You may also receive feedback on your performance and be expected to make adjustments accordingly.

Opportunities for Professional Development and Advancement: Depending on the company you work for, there may be opportunities for professional development and advancement. You may be able to attend training sessions or take courses to develop your skills and knowledge in customer service or in a specific industry. With experience and a proven track record of success, you may be able to advance to a Customer Service Specialist or other related positions.

Specialized Skills or Knowledge Required: As a Customer Service Specialist Assistant, you should possess excellent communication, active listening, and interpersonal skills. You should also have basic computer skills, including the ability to use word processing and spreadsheet software, and a strong attention to detail. Depending on the industry or company, you may need to be familiar with specialized software or equipment.

Physical Demands: The job of a Customer Service Specialist Assistant typically does not involve physical labor or demanding physical tasks. However, you may need to sit for extended periods of time or use a computer mouse and keyboard for extended periods of time.

Tools and Technologies Used: You will use a range of tools and technologies as a Customer Service Specialist Assistant. These may include telephone systems, email software, customer relationship management software, and others. You will also likely use office equipment such as computers, printers, and fax machines. Additionally, you may need to become familiar with industry-specific software or tools.

Work Style:
As a customer service specialist assistant, you should have excellent communication, problem-solving, and critical-thinking skills. You should be persistent and patient in addressing customer issues and improving their satisfaction levels. You should be attentive to detail, organized, and able to multitask efficiently.

Working Conditions:
Customer service specialist assistants can work in different settings, including call centers, retail stores, or corporate offices. The work environment can be fast-paced, stressful, and require you to handle various customer complaints simultaneously. You may also need to work flexible hours, including weekends and holidays, depending on the company's needs and customer demand.

Team Size and Structure:
As a customer service specialist assistant, you will work closely with a team of other customer service representatives, supervisors, and managers. The team's size may vary depending on the company's size, product or service offered, and customer demand. You will need to collaborate with the team to resolve complex customer issues and achieve customer satisfaction goals.

Collaboration and Communication Requirements:
Good communication and collaboration skills are essential for customer service specialist assistants. You will be required to communicate effectively with customers, team members, and other departments to resolve issues, share feedback, and provide support. You should have strong active listening skills to understand and empathize with customer concerns and provide them with effective solutions.

Cultural Fit and Company Values:
To excel as a customer service specialist assistant, you should align with the company's culture and values. This includes being customer-focused, motivated, and committed to delivering high-quality services. You should also maintain a positive attitude, work ethics, and integrity in all your interactions, highlighting the company's values of professionalism and teamwork.