Customer service is both a type of job and a set of job skills. As a job, customer service professionals are responsible for addressing customer needs and ensuring they have a good experience.
Customer relationship management (CRM) is the combination of practices, strategies and technologies that companies use to manage and analyse customer interactions, with the goal of improving customer service relationships. This encourages customer retention and in turn increases revenues for the company.
As a skill set, customer service entails several qualities like active listening, empathy, problem-solving and communication. Customer service is used in many jobs at every level.