Customer service consultants may spend a lot of time answering phone calls and talking to customers regarding their company's products or services. In addition to answering questions, customer service consultants identify opportunities to offer information and make product or service suggestions based on a customer's needs. They may be responsible for taking orders from customers and obtaining their personal information, such as name, address, phone number, and payment method. The job description may also include updating and making changes to customer accounts.

Tasks:

1. Ensure customer satisfaction by meeting customer needs in courteous and timely manner
2. Develop and maintain in-depth product knowledge
3. Document all customer interactions and enter the information into a computer, as well as ensure that all records are accurate and up-to-date
4. Refer the customer to the appropriate person or department
5. Handle any enquires produced by the client, investigate the issue and provide the necessary feedback
6. Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
7. Determine charges for services requested, collect deposits or payments, or arrange for billing.
8. Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills
9. Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems
10. Solicit sales of new or additional services or products

Key skills for customer service consultant:

• Excellent communications skills
• Willingness to learn
• Sound judgment in stressful situations
• Good organizational skills
• Multi-tasking
• Strong work ethic

Average salary (2013):

The United Kingdom: £19,409 per year
The United States of America: $33,370 per year
Australia: AU$48,149 per year

Qualifications and training required:

Customer consultants must have at least a high school diploma or an equivalent. Some companies may require a bachelor’s degree typically in a business related field such as marketing, finance or communications. Having a higher-level degree is valuable for professionals hoping to acquire higher managerial positions. Companies that offer products or services in a specific industry may prefer job applicants who have a degree in a related subject. For example, companies in the science industry may prefer those who have a degree in biology or chemistry.
Aside from these degrees, many companies require industry-specific in-house training about provided services or products. Training is often required to guarantee the accuracy of the information given. Additionally, companies often provide telephone and etiquette training prior to a hire beginning his/her duties.