• providing help and advice to customers using your organization's products or services;

• Provide scripts to read from it during phone calls (greeting ending).

• Isolate and identify areas of improvement.

• Utilize social media to respond to customer complaints and requests.

• Co-ordinate and manage (CS) projects and initiatives.

• Ask customers to provide feedback on agents and customers service experience.

• communicating courteously with customers by telephone, email, letter and face to face;

• investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants;

• handling customer complaints or any major incidents, such as a security issue or a customer being taken ill;

• issuing refunds or compensation to customers;

• keeping accurate records of discussions or correspondence with customers;

• analyzing statistics or other data to determine the level of customer service your organization is providing;

• developing feedback or complaints procedures for customers to use;

• developing customer service procedures, policies and standards for your organization or department;

• meeting with other managers to discuss possible improvements to customer service;

• being involved in staff recruitment and appraisals;

• training staff to deliver a high standard of customer service;

• learning about your organization's products or services and keeping up to date with changes;

• Keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses.