If you want to know a customer service representative’s duties and responsibilities, read this job description.
A customer service representative must attend to customers, respond to their calls, answer their questions, and resolve customer issues.
You will also be responsible for contacting customers and responding to their complaints.
Performing these duties and responsibilities requires an Individual to possess certain essential skills.
Ideal candidates will have to have good customer service skills.
It is also important for you to have good problem-solving and analytical skills.
Also, possessing strong communication and interpersonal skills is relevant.
The minimum academic requirement for entering this role is a high school diploma.
If you want to know a customer service representative’s duties and responsibilities, keep reading.
But, just before we discuss the duties and responsibilities to expect, let’s see what customer service representatives do.
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What does a Customer Service Representative do?
The duties of a customer service representative vary from company to company.
For instance, a customer service representative who works for a logistics company guides customers through ordering.
They also receive customer complaints concerning orders and ensure they will be looked Into.
A customer service representative working for a telecommunications company will respond to customers’ network service problems.
Those who work for cinemas will be responsible for responding to the customer’s calls concerning what movies will be showing at a particular time.
And also, those who work in banks will be responsible for responding to customer calls and questions regarding their accounts.
Irrespective of where you work, you will be responsible for responding to customer complaints and questions as a customer service representative.
You may also have to interact with customers directly.
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What are the Duties and Responsibilities of a Customer Service Representative?
It is important that you take this particular section very seriously.
Because it contains all your employer expects you to do daily.
The duties and responsibilities of a customer service representative may vary from industry to industry, but certain they all have certain common duties and responsibilities.
Here are some of the duties and responsibilities commonly featured in major job descriptions:
1. Listen and Respond to the Questions of Customers
A customer service representative has to listen to questions from customers attentively.
After listening and understanding them, you are responsible for giving them relevant answers.
When it is not in your place to answer such questions, you can refer them to senior colleagues.
2. Recommend Products or Services to Customers
A customer service representative needs to develop good relationships with customers.
Doing so lets you know their preferences and recommend products or services they may like.
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3. Take Orders from Customers
Customer service representatives who work for logistics and retail businesses take customer orders.
After a customer pays for the products he or she wants to buy, they then calculate the appropriate change and return it to them.
When they are not in the place to take orders, you guide the customer through the ordering process.
4. Keep a Record of Customers’ Contacts
A customer service representative must record customers’ information, such as addresses and contacts.
5. Handle Complaints from Customers
A customer service representative is also responsible for responding to the complaints of customers.
After receiving these complaints, they refer them to the appropriate employee.
Other duties and responsibilities of a customer service representative include:
- Responding to phone calls and emails.
- Update customer information.
- Communicating with customers via calls, emails, and face-to-face.
- Having good knowledge of the company’s products and services.
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What Qualifications do you need to become a Customer Service Representative?
A high school diploma is the minimum academic requirement for becoming a customer service representative.
In some countries and states, customer service representatives must be above 18.
Usually, whenever a new customer service representative is employed, they undergo some weeks of training.
This training involves learning how to respond to customers and deal with difficult or ill-mannered customers.
Those who work for financial institutions such as banks and insurance companies undergo several months of training.
During such training, you will be taught policies and regulations related to financial dealings and transactions.
Senior and more experienced employees usually supervise the first few weeks of working.
It is also important for a customer service representative to have a good understanding of their customer service policies and regulations.
Customer service representatives who work for financial institutions will require a license from their state or country.
Requirements for getting a license vary from state to state or country to country.
But in general, it usually requires passing an examination.
What Skills should a Customer Service Representative have?
1. Communication Skills
A customer service representative is responsible for responding to customer questions, recommendations, and appraisals.
To do this, customer service representatives must possess good communication skills.
Customer service representatives should be able to communicate effectively verbally and in writing.
It is also important to note that good communication skills involve listening as much as it has to do with speaking.
A good customer service representative should also possess active listening skills.
That way, he or she can understand customers better and, as such, pay attention to them.
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2. Interpersonal Skills
Customer service representatives are also required to possess good interpersonal skills.
They must develop and maintain good relationships with existing and prospective customers.
By so doing, they may be able to understand the preference of customers and make good recommendations to them.
3. Customer Service Skills
How can you be a customer service representative without customer service skills?
Therefore, they are expected to possess good customer service skills.
Responding to or treating clients poorly can outrightly chase.
4. Decision-making Skills
A good customer service representative should be able to decide the best way to handle customers.
Such decisions must be taken with the company’s policies in mind.
And no matter how badly a customer behaves, a customer service representative cannot respond badly.
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5. Problem-Solving Skills
A good customer service representative should be able to quickly identify customer order problems.
After identifying a problem, the customer service representative should also think critically to find the best solution to resolve the issue.
6. Independence
Customer service representatives should also be capable of working independently.
They should be able to get the job done with or without supervision.
How much do Customer Service Representatives make?
On average, customer service representatives in the United States earn up to $16.69 per hour.
Their salary ranges from $11.05 per hour to $27.11 per hour.
These figures may be different in your geographical location.
The salary of a customer service representative may be determined by so many factors, such as:
- Years of experience: More experienced customer service representatives will likely receive better salaries than those with less experience.Â
- Location: The economic situation of a country affects the salary of a customer service representative. Those who work in counties where the economy is bad are usually paid less.
- Qualification: customer service representatives with better qualifications are paid better than those with less experience.
- Employer: Working for larger companies or organizations usually attracts more pay and, sometimes, more work.
A good way to attract a salary increase is by obtaining educational advancement.
Also, obtaining more years of experience can result in a promotion and salary increase.
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Where do Customer Service Representatives work?
A customer service representative can work in a variety of companies.
Some of the typical employers of a customer service representative are:
- Banks
- Insurance companies
- Logistics companies
- Cinemas
- Retail agencies
- IT firms
Vacancies are usually advertised online on the websites of companies and recruitment agencies.
Adverts may also be placed in newspaper publications and television and radio stations.
Customer Service Representative’s Work Environments and Schedule
Customer service representatives usually work in offices; they spend most of their working hours responsible for customers.
Typically, they work on regular working days and hours.
What should I include in my Customer Service Resume?
A professional customer service representative resume should feature all relevant information capable of convincing an employer that you are suitable for the job.
You should consider including information such as:
- Years of experience
- Qualification
- Area of experience
- Certification
- Hard skills
- Area of expertise
- Soft skills
- Establishments where you worked previously
During your interview, it is advised that you refer to the information above when responding to questions.
Feel free to use this guide to create a professional resume.
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Conclusion: Customer Service Representatives Guide
Job opportunities for customer service representatives are expected to decrease by 2% from 2018 through 2028.
If you have other questions about what customer service representatives do, kindly comment.
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