What skills and experience do you need to work in customer services?

Do you enjoy helping others? Would you prefer to work in a fast-paced role and speak to new people every day? A rewarding career in customer service awaits. But what exactly do you need to secure your next job?

This article explains what key skills and experience that employers like Flutter International are looking for as they bring on board new team members.

Here at Flutter International, our customer services team is essential. They are the eyes and ears of our online sports betting and iGaming business, and our growth depends on the amazing work they do to support our players.

Would you like to help us shape the future of entertainment? Or perhaps you’re seeking a career elsewhere. Either way, here are the ingredients you’ll need to conquer the dynamic world of customer service.

What skills does someone in customer services need?

There are a range of customer service roles in high demand right now. To be successful in these positions, you’ll need to have strengths in a few different areas. Here are those key attributes that employers value the most for new hires.

1. Communication skills

We’ll start with the obvious one. Great communication, both verbal and written, is vital in customer service. That’s because the job will require you to talk to customers daily via phone, email, live chat and social media.

Speaking to customers gives you invaluable information about what the audience really wants. So, you’ll also need to communicate well with other departments within the business and build strong working relationships.

If you can communicate well in more than one language, this can also be a very desirable skill. Especially for global employers, such as Flutter International, which has offices in locations around the world.

2. Empathy and active listening

Effective customer service is gaining an understanding of the customer’s needs and finding ways to meet them. Being a good listener is therefore just as important as being a good talker.

If you can put yourself in the shoes of each customer and appreciate their concerns, you’ll be much more likely to help them.

3. Problem solving skills

The end goal of customer service is to solve problems. Finding solutions will be harder for some customers than for others, so you’ll need to be good at thinking on your feet.

In some cases, you’ll be able to provide an answer to customer problems on the spot. In others, you’ll need to be a little more creative or judge when it’s right to transfer the query to a colleague.

4. Resilience

Occasionally you’re likely to encounter difficult conversations with customers. Especially as a front-line customer service representative. It’s important you're able to stay calm in these situations.

That means maintaining a positive attitude even when the customer may be losing their cool. You’ll be able to stay strong and handle the situation with grace.

5. Product knowledge

Knowledge truly is power in customer service. The better you understand the product or service, the more confident you will feel when speaking to customers.

This means you’ll need to absorb new information about product updates. Plus adapt to changes in tools and processes within your team.

What experience do I need to work in customer services?

Previous experience in a customer facing role will always be an advantage when you’re applying for jobs. However, this often won’t be deemed as essential.

People often get their start in customer services by drawing on other relevant experiences such as:

• Training and qualifications – Studies in subjects like communications, PR, business and English language are highly relevant to the work of a customer services agent.
• Scenarios in other jobs – Perhaps you’re coming into customer services from a very different job, but you have examples of when you’ve helped customers in this role.
• Internships and volunteer work – Interactions with customers in unpaid roles can demonstrate how you have put key customer service skills to use.

Why join Flutter International in a customer service role?

Flutter International employ thousands of people across a global network of offices. Here, we’ll give you the chance to work on some of the leading sports betting and iGaming brands in the world. Together, we’re shaping the future of entertainment.

Alongside a friendly, diverse and talented customer service team, you’ll be supported to grow your skillset and career path. Personal growth is actively encouraged for all members of the team. Plus, we provide a range of flexible working options to give you a great work/life balance.

Here are some more things that set us apart from other employers:

• Employee assistance programme – putting your health and wellbeing first.
• Generous annual leave – giving you more down time to enjoy with friends and family.
• Annual performance bonuses – rewarding those who go above and beyond.
• A world to discover – with our global locations, a career at Flutter can really take you places.

Learn more about Flutter International

Want to find out more about a career at Flutter International? Take a look at our Customer service team page, browse our benefits and culture pages or search for our latest job vacancies.