With the increasingly fierce competition trend between businesses in the same field in the market, in addition to product quality, customer service plays a key role in the success of a brand. Customers are the ones who hold the money of the business, which means connecting and retaining this factor will bring great benefits to the business. Therefore, more and more businesses have been looking for solutions Contact Center professional to provide the best pre- and post-sales customer care service. This demand from businesses is an opportunity for young people who want to try their hand at Customer Care.
Join Bellsystem24-Vietnam to explore the opportunities and development potential of this job.
Opportunity
1. Increasingly appreciated role in business
More than anyone else, business owners understand the importance of service quality. Vietnam is on the verge of becoming a new startup nation. This has been proven by the explosive number of Startup businesses in the past 2 years in all fields. A Founder/CEO who understands the market will easily understand that: The business war now does not lie in the word "What" (What products does the business sell) but in the word "Why" (What reason does the business give consumers to trust and use their products and services). From here, the need to recruit professional candidates for customer care positions is increasing. They understand that: a good customer care specialist will help them save significantly on their marketing costs.
2. Flexibility in work
Nowadays, the job of "customer service" is not simply a boring "sitting at the desk typing" job as people often mistakenly think. In the 4.0 era, when the nature of work is associated with the two words: "Mobility" and "Flexibility", the story of customer service specialists having to constantly be on the desk with a landline phone has become rarer. Now, everything can be resolved quickly and neatly with mobile switchboard systems that integrate smart Listening - Calling. Customer service staff can easily answer phone calls anywhere. Customers do not have to wait, thereby experiencing the service better with smart and convenient customer service. For customer service staff, the work will be much smoother and easier.
3. Be proactive about working time
One reason why most students choose to work as a customer service specialist while still in school is because of the flexibility of the job. Normally, a full-time shift will be from 8 to 12 hours. However, with a part-time shift, they only need to work from 4 to 6 hours a day and can choose the work schedule that fits their study schedule. They can earn extra income to comfortably cover their living expenses, ensure their studies at school, and above all, accumulate valuable experience when they graduate.
4. Decent income, clear development path
Customer service is partly a potential land that attracts a lot of attention from young people, partly due to its extremely attractive income. The average salary of an inexperienced customer service specialist will range from 6-7 million, and this number will increase based on professional experience and accumulated skills. A number that is not too high, but enough to help them have a comfortable and convenient life. In addition, after a period of hard work, employees will be promoted very quickly to the positions of Leader, shift leader and manager if they are serious about their work. With each level of promotion, there will be job benefits and income worthy of professional requirements.
The next big step for experienced customer service reps is to become a Customer Success Manager. CSMs find the most effective ways to help customers succeed by using the products and services you offer. The ultimate goal is to deliver the best value to them through regular communication to ensure a long-term relationship.
Becoming a Customer Success Manager is also very different: management, soft skills in service, enterprise software, sales, customer management. The opportunity for promotion in 5 years is 5.6 times higher than other jobs.
What are the opportunities and challenges?
Customer service, although seemingly simple, actually has its own challenges, especially for candidates who have just started their careers. The most common is the pressure of working between people and people, between companies and customers.
See also: How to deal with difficult customers
To help young people adapt better to the customer service profession, Bellsystem24-Vietnam has built comprehensive professional skills training programs, providing great support on the candidate's future career path.
Modules trained in the program to improve customer service staff
1- Unlock thinking (thinking about yourself, thinking about customers)
2- Understand customers (understand customer needs and personality)
3- Successfully communicate with customers over the phone (call structure, standard sentences, types of calls and handling instructions)
4- Successfully communicate with customers via email and chat (communication structure, principles of time and language usage)
5- Active and impressive communication with customers directly (impressive image, facial language, gestures, posture...)
6- Voice and language skills in customer service
7- Supporting skills group (listening, problem solving, persuasion)
Differences in Bellsystem24-Vietnam training courses
– Practical knowledge and skills in Customer Service
Basic and advanced knowledge of Customer Service in the world is continuously updated, researched and applied by Bellsystem24-Vietnam to nearly 4,000 of our employees, from which we filter and draw experiences to put into training courses in the most suitable and optimal way for students.
– Practice customer situations
During the course, students will be analyzed hundreds of business situations that Bellsystem24-Vietnam has had the opportunity to experience over the past 13 years in Vietnam. These are the biggest differences that simple training units do not have.
– Theory always goes hand in hand with practical experience
With 10 Customer Service Centers (Call/Contact Center) nationwide, nearly 4000 agents operating in many different fields from Telecommunications, Television, Finance - Banking, Tourism, Distribution - Retail, Medical & Health Services... Therefore, students coming to Bellsystem24-Vietnam will also gain practical experience and extensive professional knowledge regardless of what industry they are working in.
– Training packages designed specifically for businesses (Inhouse training)
Customer service cannot be a rigid and stereotyped model for every business. Therefore, in addition to centralized training programs, Bellsystem24-Vietnam also designs separate programs for each business based on the business's field of operation, scale, context and business philosophy.
– Experienced and enthusiastic teaching staff
100% Bellsystem24-Vietnam lecturer is a person with practical experience in the Customer Service profession, having participated in the operation and management of Call/Contact centers. In addition, lecturers at Bellsystem24-Vietnam always demonstrate professionalism, dedication and passion for training, having shared and inspired thousands of students.
Through this article, Bellsystem24-Vietnam hopes to help you - potential candidates who are on the threshold of their career - have a more comprehensive perspective on choosing a career in customer service. At the same time, it also provides you with solid foundation training opportunities, helping you take the first steps on your career path.
