How can you take on more responsibility in your current Customer Support position?

??#Newresponsibilities are the door to #newopportunities. ????Early in my career, I told my manager that I would never succeed in sales roles & that my strength was in the hospitality and service fields. Later on, I joined my manager in a business meeting, and my manager trusted my expertise to answer the questions, and I introduced my out-of-the box solutions to the customer’s challenges that led to closing the deal. I still remember this remarkable day that unleashed my capabilities & hidden potential. ??You won’t know the direction to your destination until you identify where you are currently standing, like the GPS directing you to the shortest route with less traffic, closures, and delays. That’s how your journey becomes enjoyable.

Keep yourself updated on industry trends, company updates, and changes in customer support best practices. Being well-informed demonstrates your commitment to staying relevant and contributing to the company's success.

Taking on more responsibility in your customer service role can help you grow professionally and advance your career. Here are some ways to do it: - Ask for feedback from your manager and customers to improve your performance. - Request more challenging tasks or projects. - Learn new skills or tools that can enhance your service delivery. - Suggest ways to improve your service processes and procedures. - Show initiative and leadership by taking ownership of your outcomes and resolving issues quickly and effectively. By taking on more responsibility, you can demonstrate your value, skills, and potential to your employer and improve your personal and professional growth.

Customer support usually interferes in many other surrounding functions in which they are aware of other workflow processes therefore strive to improve their knowledge and seek out new ways and solutions. Accordingly widen knowledge and expanding capabilities would allow taking additional tasks or contributions to improve overall productivity.

I always look for advice from more senior members of the organization. Usually, someone has followed your same path and can provide important pointers for your growth.

??When you seek #feedback, you widen your scope and shift your focus to see yourself with new, fresh eyes. ??We are all afraid of #criticism. I have good news for you: feedback could be constructive and positive as well and you may receive praise for something you do well that will motivate you or suggestions for an opportunity to improve. ??I learned a small trick: when I initiate the request for feedback, it puts me in control, as I feel proactively opened to all kinds of comments and improvement opportunities. I discovered that I am less likely to feel hurt. Also, it confirms my willingness to learn, improve, and grow. ??♂?So be brave and waste no chance on your progress journey.

Very valuable opportunity for growth, both from your and your organization’s perspective is to identify an area that could be improved so that the customers don’t need to reach out to the support in the first place. In a B2B support you can take a single customer, for example, and analyze the recurring patterns and sources for those, and identify permanent improvements. In a B2C world, you can holistically identify an area that produces recurring support tickets, and suggest product improvements, or create Knowledge Base content for your customers’ consumption.

I think there are two areas to focus on: Firstly, you should perform all the basic tasks with the required quality and quantity. It means exceeding your goals on how many customers or support tickets you handle. Remember to maintain the needed quality level. Secondly, after achieving your targets, you are ready for additional responsibilities. Your manager is more likely willing to give you additional responsibilities as you are performing well in your core tasks. Talk to your manager and suggest something that is aligned with the strategy of your organization. When excelling in these extra responsibilities, you are set for career advancement.