Customer Relations Agent
A customer relations agent provides assistance to the clients or beneficiaries of a service. The customer relations agent handles requests or complaints and provides information or guidance to the client regarding the use of a service or a product.
Salary
The salary of a customer relations agent can differ depending on the level of experience, and the general conditions of employment.
Working hours
40 hours/ week
Remote work possibility
Yes, depending on the activity or employer.
Types of employers
A customer relations agent can work in Romania under different forms:
Employee within a company or NGO which offers goods or services to the general public (for example, a shop, telecommunications)
Employee within a public institution
Employee within a call-center/ assistance center
Responsibilities
Offers clients information about the products and the services of the employer
Receives customer complaints and requests and manages them
Finds a solution to the customer’s issue and redirects it to other departments if necessary
Explains the employer’s policies and services to the customer
Provides technical support for using the service or product
Communicates with customers through various channels (phone, email and in person)
Sources: (3) + (2) + (1)
Skills
Communication and interpersonal skills
High verbal and written communication abilities
The ability to actively listen to and understand the needs of the clients
Patience and courtesy when interacting with different types of clients, including in tense situations
The ability to find the information relevant to the client and explain in to them in a clear and efficient manner
The ability to collaborate with other colleagues who fulfill the same position, but also with colleagues from other departments
Analytical thinking and the ability to solve problems
Analytical thinking the ability to identify the source of the problem and the need of the client, as well as the most efficient solution to address it
The ability to adapt to difficult situations quickly, to pressure and unpredictable situations
Organizational, administrative and technical skills
The ability to manage several requests simultaneously, and prioritize them
Rigor in keeping track and record of the requests of the clients
The ability to use digital and communication tools such as e-mail
Sources: (1) + (2) + (3)
Qualifications
A person who wishes to become a customer relations agent does not have mandatory qualification requirements, but they can:
Have university studies in one or more relevant fields. Some such examples are:
Communication and public relations
Journalism and communication sciences
Administration and business
Sociology
Philology or foreign languages
Depending on the employer’s field of activity, pursue courses or qualifications specific to that field.
These qualifications can offer a competitive advantage over other candidates; however, the position of customer relations agent is also possible without them, as long as the person demonstrates strong communication skills in front of the employer. These skills can be developed independently through the involvement in various social activities.
Sources: (1) + (2) + (3)
What else you can do
Participating in practice programs or internships within companies or institutions, in communication, marketing or HR departments.
Volunteering in communication activities for NGOs or local events.
Involvement in student associations or university clubs, through managing the communication channels of the association
Participating in courses, workshops, career fairs or trainings, which allow interaction with potential future employers.
Temporary employment in a call center or shop.
Surse: (2) + (3)
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