I've been a customer service for more than 5 years now.
I worked with different companies but most of my experienced came from Amazon. I've been with Amazon for more than 4years now. Six months as a customer service representative then after a month I was promoted as a mentor then after another month, I was promoted as a supervisor.
I'm assisting escalated calls, emails and chats. Right now, I'm a virtual customer service in Amazon which I was able to learn how to use Amazon Seller central, contact customer for their feedback (using FeedbackGenius or Feedback Five), processing refund, creating promotions and do drop shipment through seller central, track them, answering emails using Zendesk and also working on the product listing. I know how to use Asana, Microsoft Sharepoint, Trello, ShipStation, Slack, and basic knowledge about WordPress. I also know how to file cases and upload listing on Amazon, eBay, Walmart, Etsy, and Shopify. I can do a flat file if needed as well.
For me, customer services do not only provide what customers need but also making sure that every contact with them, they will feel like there's someone who can assist them in case that the issue arises again. We should always make them feel that we are doing things that other supports staff can't give them. For me, it is always a mission accomplished every time customer give positive feedback on how the way I handle their concern. We can't always resolve their concern but we can always make thems