How to hire an excellent customer service professional?

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When to hire a new professional for the team
Consider your company's plans and strategy
Tips for hiring an excellent customer service professional
Identify essential skills for the position
Find industry-passionate candidates with career goals
Write a compelling and clear job description
Publish and promote the ad
Ask the right interview questions
Choose the ideal candidate for the support team
Have an integration process
Find the best talent for your customer service team
New customers, an increase in the number of calls per day and twitter database on hold. This scenario may indicate that your company needs to hire new professionals for the customer support sector .

But how do you know if this is really the best time to invest in new talent? And what’s more: what is the ideal employee profile for the customer service team ?

The fact is that being clear about these and other issues will help you recruit the right people for your team. By selecting professionals with the desired skills and who fit in with the company culture, you enhance positive results, avoid employee turnover and, best of all, contribute to customer satisfaction and loyalty .

In this article, we show you how to hire the best talent for your customer service team . Check it out!

When to hire a new professional for the team
Keeping up with the dynamics of the customer service sector is crucial to successful management. To know exactly when to hire a new team member, the leader of the area needs to know some metrics , such as:

Customer response time;
Performance of each employee;
Average number of daily, weekly and monthly tickets and services;
Increases in support volume ;
Customer satisfaction index with service;
Growth of your customer base;
Existence of pent-up demand (when a customer demand is not met adequately);
By analyzing these indicators , it will be possible to identify the right time to expand the customer service team.

It is important to note that timing is essential. After all, if you hire too early, you will have an underutilized team. However, hiring too late is also dangerous, as the quality of service tends to decline and the team may become overwhelmed trying to meet the demands of service.

Consider your company's plans and strategy
When planning your hiring, also evaluate your company's goals and the expected growth rate for the next year.

If the sales team hits its targets, how many new professionals should be added to the service team?

Be clear about the company's growth potential. This way, you gain predictability about new hires.

Tips for hiring an excellent customer service professional
Finding and hiring customer support specialists is challenging. In the corporate routine, many managers are busy supervising customer service and thinking of new strategies to delight customers.