Customer Service Representative Job Description
A customer service representative is a person who is employed by a business organization to serve as a link between them and their customers. A customer service representative helps their organization understand their customers’ needs and problems, and also helps the customers understand the products and services offered by their organization.
A customer service representative should be friendly, helpful, attentive, persuasive, polite, and mindful of the language or terms they use in communicating with customers so as to avoid giving offences. They should have an in-depth understanding of their organization’s products and services, and the ability to explain and teach others about them.
Pursue a career in customer service if you are a good listener and communicator, and interested in dealing with the public and helping people.
What does a Customer Service Representative do?
Customer service representatives may do some or all of the following:
- receive complaints from customers
- examine customers enquiries
- provide information to customers to address queries with products or services
- keep record of customer interactions and transactions
- sale products or services
- provide pricing and delivery information
- conduct verification of documents and process orders and applications
- refer unresolved issues to specialized unit or higher authorities
- record details of actions taken to address issues
- recommend other services offered by the company to customers
- revamp customers database
Where does a Customer Service Representative work?
Customer service representatives may work long irregular hours or on rotating shifts including evenings, weekends and public holidays. They work in telephone call or customer contact centers, stores and offices. Their place of work may be crowded and noisy and their job may be repetitive and boring. They may sometimes deal with arrogant and difficult customers who can be infuriating and upsetting.
What is Required to Become a Customer Service Representative ?
To become a customer service representative, you need to have at least a secondary school education. Some employers may prefer candidates with an associate or bachelor’s degree. Customer service representatives receive training on the job.
Before applying for a position in the field of customer service, ii is important that you evaluate your skills and abilities to assess whether you are up to the tasks.
Knowledge, Skills and Attributes
Customer service representatives need to have:
- honesty and reliability
- good attention to detail
- good listening and communication skills
- record keeping skills
- persuasion skills
- computer and phone skills
- basic acting and public dealing skills
- the ability to carry out instructions willingly
- the ability to use “positive language” and to focus more on the positive
- the ability to stay calm under pressure
- the ability to relate to a wide range of people
- the ability to work well independently and in a team
- knowledge of basic behavioral psychology
- knowledge of customer service principles and practices
- knowledge of administrative procedures
Should I be a Customer Service Representative ?
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