Customer support serves as the foundation for ensuring clients’ satisfaction in business-to-business (B2B) and business-to-consumer (B2C) companies. Establishing good service and positive experience with the clients enhances a business’ revenue. Thus, the role of customer service virtual assistant is crucial in managing professional tasks and providing support to potential customers by answering queries. These VAs can also provide support in resolving issues and imparting relevant information about a company’s product or service.
If you are looking forward to becoming an effective customer service virtual assistant, here are five must-have virtual assistant skills:
Communication Skills
Excellent social and communication skills are one of the top-tier requirements when applying for a customer service virtual assistant position. The nature of customer service is to interact with and assist clients to address their needs and concerns. Since clients are contacted via calls or emails, it is a requirement to excel at verbally and non-verbally communicating with customers to build relationships.
According to HubSpot, 75% of customers recommend a company if it provides excellent customer service. Hence, the customer’s trust would be gained when a virtual assistant has good listening skills, is professional in responding with the right solutions, and gives the best customer experience. Possessing these characteristics could build the client’s interest and loyalty to your company.
Problem Solver
The most common reason clients seek help with customer service is to solve minor or complex issues they experience. Virtual assistants must understand their clients’ concerns and help them in the best way possible, whether by placing orders, processing refunds, or handling their complaints regarding a product or service.
A virtual assistant should also pay attention to details to resolve an issue. Although it is anticipated that rude customers will be on the line, an excellent virtual assistant should remain calm and focused on finding the best solutions to offer.
Time Management
A virtual assistant often handles multiple clients at the same time, which could challenge one’s ability to juggle all workloads. Therefore, time management is a pivotal skill to consider, particularly in customer service. Well-organized time and schedule planning would make it much easier to swiftly accomplish all pending projects without procrastinating and missing deadlines.
Moreover, it is also an advantage to provide your customers with prompt and timely assistance, as this will lead to clients’ positive feedback on the customer service they received.
Technical Skills
A virtual assistant must also be proficient in navigating technology, such as computers, software, and social media management. As the usage of modern tools, platforms, and equipment is prevalent, it would be easier to handle customers’ needs.
Having technical skills could also help virtual assistants support organizational processes and improve a company’s efficiency in giving the best customer service experience.
Professionalism
A customer service virtual assistant is highly required to be professional while upholding ethical standards and preserving integrity to nurture positive connections. Professionalism goes beyond having a strong commitment to your expertise. Further, it is all about prioritizing your clients’ needs, learning to accept mistakes when at fault, and separating personal life from work.
By establishing professionalism, a virtual assistant can also establish a positive reputation and impression of the clients.
Conclusion
There is generally an unending list of skills to consider when applying as a customer service virtual assistant. Working as a customer service provider is a challenging task; it is a critical duty that requires patience and perseverance to assist clients.
If you are looking for a Philippine-based best virtual assistant provider, one good choice is OVA Virtual. We are an all-women team comprising highly skilled professionals who provide services worldwide.
Contact us today to learn more about our services.