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Customer Service Advisor If you enjoy a fast-paced and dynamic working day, becoming a CSA could well be for you. Depending on your industry, you could handle dozens of customer enquiries without encountering the same issue twice, and the feeling of satisfaction you receive from seeing a customer go away happy is difficult to find in other positions. You can also expect to build strong bonds with colleagues as you search for the best resolutions to customer issues.
Emergency Call Handler As an ECH, you could be working with the NHS, directly with doctors, or taking 999 calls all during the same shift. In this role, a clear head and calm demeanour are vital to ensure a positive outcome for all involved. When people are faced with an emergency, they can panic, so you may have to do their thinking for them! Being an ECH requires specialist training, which is usually provided on the job, and there is often room for growth with management positions available.
Call Centre Team Leader As a team leader, it’s up to you to oversee the performance of your call centre colleagues, providing support and advice where necessary, organising shifts, resolving problems where more expertise is needed, and helping higher management with performance reviews. Team leaders need to be personable and engaging people who can create a sense of camaraderie in the call centre and motivate their colleagues to hit targets.
Customer Service Manager Customer Service Managers have less contact with customers, but much more responsibility than their colleagues in the customer service department or call centre. Interaction with customers will only come in the most difficult of cases, and instead the CSM is charged mainly with laying out the department strategies, improvements, priorities, and budgets to ensure the best possible resolution to customer complaints and issues.