A customer service coordinator’s job is a little more detailed and profound than that of a customer service agent.
The former performs the same duties as the latter, with a pretty long list of added responsibilities.
The main responsibility of a customer service coordinator is to create and maintain an effective liaison between the company and its customers to ensure seamless delivery of high-quality service.
Working as a customer service coordinator means that you will have to be on your toes most of the time – both literally and figuratively speaking.
As a customer service coordinator, it will be your job to ensure that no customer leaves unhappy, and that repeat business is ensured.
Additionally, you will need a high level of patience to deal with irate or unhappy customers – your conflict resolution skills need to be exceptional if you want to work in this role.
Typical education requirements to work as a customer service coordinator is a high school diploma, although a degree in business may help you understand the intricacies of coordinating with marketing and sales teams.
In this capacity, you will be in a constant state of urgency which is why it is imperative that you have a go-getter attitude.
Customer Service Coordinator Duties and Responsibilities
• Greet customers and inquire into their product or service requirements.
• Ensure that a customer service agent is available to handle all queries and service requirements of customers.
• Create and implement customer service plans to ensure a wide area of coverage in the assigned region.
• Coordinate orders with production teams and ensure that all ordered products are delivered on time.
• Address incoming queries from customers in person, over the telephone, and through emails or company ticketing systems.
• Offer productive solutions to customers to ensure that they are satisfied with the service and return for more.
• Perform market research to decipher how the competition is faring and provide correlating reports.
• Perform customer retention work to ensure a steady and ever-increasing customer base.
• Design, implement and track databases to track and report customer data.
• Update customer information constantly and delete irrelevant fields in the database.
• Provide solutions to customers’ problems and complaints with a view to retain their business and ensure satisfaction.
• Train associates/customer service agents on service standards and appropriate frontline etiquette.
• Coordinate efforts with warehouses and storage areas to ensure that customers’ orders are filled in a timely and accurate manner.