What Is a Virtual Customer Service Agent and How to Become One
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What Does a Virtual Customer Service Agent Do?
Virtual customer service agents assist customers with orders, billing services, tracking shipments, or answering questions online about a product or service their employer offers. As a virtual customer service agent, you work remotely from home or another location outside of the office and have calls or live chats forwarded to you or you respond to emails on your company’s network. Your specific responsibilities vary, depending on the specific products or services offered by your employer and the industry. General job duties include assisting customers to find the right product or service for their needs, tracking and logging customer interactions, resolving complaints, and connecting them with specialists or managers when you cannot answer their questions.
How to Become a Virtual Customer Service Agent
There are no formal education requirements to become a virtual customer service agent, but most have a high school diploma or GED equivalent. Because this is a remote position, employers usually prefer candidates with some customer service experience. You must demonstrate a courteous demeanor and a problem-solving attitude. Solid technical and writing skills are important; much of your work requires you to respond to email questions or chat on a virtual platform with customers, so you must know how to use those kinds of applications to have a smooth transaction with the customer. To be a virtual customer service agent, you need to be proficient in basic computer programs and reliable phone and internet access.
