In the current context we are living in, in which the customer represents the fulcrum around which every activity revolves, the back office customer service operator certainly deserves particular attention. This figure acts as a go-between the company and the customer, responding to their questions and their complaints, resolving every doubt or providing assistance.
The clientele is increasingly informed and demanding, so it is not possible to dismiss them with evasive and generic answers. Modern consumers want immediate and relevant answers, so it is appropriate to equip yourself with an efficient back office customer service team in order to stand out from the competition.
What is meant by back office customer service operator?
With the term back office, which literally means back room, reference is made to that part of a company that is opposed to the front office, that is, one that embraces the activities relating to operational management, including customer support.
While the front office involves a face-to-face relationship with customers, such as at the counter, the back office includes a series of activities that are carried out at the desk. The back office customer service operator specifically interfaces with customers using the systems made available to them: from the telephone to email to chat.
What does the back office customer service operator do?
The back office customer service operator deals with the welcoming and management of customers, providing technical and/or administrative support to solve difficulties and correctly manage complaints and grievances.
Customers can ask for support through various channels, so the company has to be omnichannel. The operator has to listen carefully to their issues and understand their needs, and then provide clear answers and adopt the right countermeasures to solve the critical issues.
Sometimes users call to receive further technical information about products and services, about functioning, about the warranty, about costs, about shipping methods, and so on. The operator therefore has to have an excellent knowledge of the product or service in question, but also of the internal dynamics of the company.
In other cases the phone calls require support of a technical nature. The operator therefore has to open a ticket to try to solve the problem quickly. If this were not possible, they have to forward the request to colleagues with greater technical competence.
In any case it is necessary to provide an adequate and honest answer to the customer, whether the problem can be solved quickly or whether it needs more time.
The characteristics that a back office customer service operator must have
The back office customer service operator must be a bit of everything: salesperson, IT specialist, psychologist, and so on.
In particular the operator must:
- have the right skills in sales operations;
- have a certain familiarity with marketing techniques, thus suggesting to the company any changes to be made to the products or their development;
- possess a good command of IT programs, so as to support the archiving of orders and the customer databases;
- have an excellent “problem solving” ability, acting with lucidity even in situations of strong stress;
- possess self-control abilities and keep calm. Often operators receive phone calls from angry and nervous people, who use a loud and agitated tone of voice. In cases like these it is necessary to empathise with the customer, trying to understand their point of view and reassure them that their problem will be solved within a short time.
It certainly does not hurt to have an excellent knowledge of languages, especially English, so as to be able to spend your skills in a working world without borders. This figure is in fact sought after in companies that operate in very different sectors.
Professional objectives of the customer service back office operator
The main objective of the customer service back office operator is the full satisfaction of the customer. It is precisely for this reason that, after the closing of the ticket, you have to keep in the management system a history of the requests and of the critical issues that have emerged, so as to face other similar issues more quickly, as well as submit to the customer a brief evaluation questionnaire on the service received. In this way the relationship between company and clientele is improved, and their loyalty is built more quickly.
The back office customer service service provided by We Are Fiber
The back office customer service service is one of our flagships. The numbers prove us right; in fact the partner companies that have relied on our service have halved response times, thus obtaining an increase in the loyalty rate of 21%.
Our operators, selected with extreme care and attention, are able to provide a fast and quality service, responding effectively to the needs of your customers. The management of the assistance ticket concerns the resolution of the problems reported via chat, email or instant message. We guarantee you a personalised customer service, one that knows how to respond in a targeted and relevant way to the needs of your customers.
To have further information you just have to contact us; we are at your complete disposal.
