Customer Service Representative Job Description | Duties & Responsibilities

Customer Service Representative Job Description: If you want full details of your duties and responsibilities as a customer service representative, continue reading this detailed CSR job description guide.

Customer service is providing service to customers before, during, and after a purchase.

It provides services to existing customers.

The person who renders the customer service is the customer service representative (CSR).

There is a lot of work for a CSR, including providing helpful information to customers, answering questions, and responding to complaints.

There is a lot of buying and selling going around us every day; there are a lot of products – goods and services provided by companies.

These different products can be overwhelming, so there has to be a CSR to answer our questions and calm our fears.

Customer service is the frontline of every organization.

And the way the CSR interacts with present and potential customers determines to a large extent how far that company will go.

Customer feedback is everything to a business; this personnel is the best person for the job.

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Duties and Responsibilities of the CSR

There are a lot of things expected of the customer service representative.

However, some of the common duties and responsibilities of a CSR include the following:

  • Building sustainable relationships and trust with customers through open and interactive communication
  • Managing large amounts of calls
  • Handling customer complaints and providing appropriate solutions within time limits
  • Engaging customers
  • Generating sales lead
  • Recommending potential products or services to management by collecting customer information and analyzing customer needs
  • Providing accurate, valid, and complete information using the right methods and tools.
  • It should be reachable via email, phone, and social media.
  • Assisting with the placement of orders, refunds, or exchanges
  • Keeping records of customer interactions, transactions, and complaints
  • Identifying and assessing customers’ needs to achieve satisfaction
  • Communicating and coordinating with colleagues as necessary
  • Knowing the products inside out to be able to answer all customer inquiries.

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What are the Qualification and Requirements to become a Customer Service Representative?

A CSR is required to have not just possess hard skills but also soft skills.

Hard Skills include:

  • A high school diploma or higher education preferred
  • Familiarity with CRM systems and active practices
  • Be comfortable with computers
  • Months or years in this area or a related field that knows commonly-used concepts, practices, and procedures.
  • On-the-job training

Soft skills include:

  • Excellent communication and presentation skills
  • Ability to multi-task and manage time effectively
  • Ability to stay calm and remain professional when faced with a frustrated customer
  • Be convincing enough to sell a product
  • Problem-solving skills

The best customer service representatives are patient, empathetic, and communicative.

What Special Skills do Customer Service Representatives Require?

Working in the customer service department is not everyone’s cup of tea. Due to their involvement with people daily, whether directly (face-to-face) or indirectly (phone, email, or social media), they need to have calm personalities and demeanors and be able to deal with every personality and demeanor too. Here are some of the skills every CSR must have:

1. Good Communication Skills

One of the skills you will find in your job description as a customer service representative is “good communication skills.”

This is a skill everyone needs to have, but as a CSR, it is imperative to have these skills.

A good communicator is a good listener, a good writer, and a good talker. 

Like a good talker, you must know how to engage customers and convince them to try another company’s products.

In addition, you should even know how to relay messages to other members of your team.

You will also need to be able to talk calmly to a frustrated customer.

As a good listener, it’s important to listen to a customer when he is asking questions about a particular service or a particular product.

While listening, you will also need to make appropriate suggestions and solutions.

Knowing how to write is also important because you will need to be able to write emails, respond to reviews and complaints on social media or the company’s website, etc.

To do this effectively, you must know how to write comprehensibly and cohesively.

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2. Patience

As I said earlier, you will meet an unimpressed customer every day.

However, you must be patient and calm when dealing with such a customer.

Try as much as possible not to let annoyance show in your tone or demeanor when interacting with a frustrated customer, as this will further anger or annoy the customer.

3. Multitasking

You may need to reply to three or more chats or emails at the same, you may need to look up information about a customer while said customer is speaking on the phone, etc. knowing how to do several things serially is an essential skill to have as a CSR.

4. Charisma

Charismatic people are likable; customers can talk to you quickly, and your presence will give them a sense of calm.

You need to have a blended mix of power and warmth so that customers know you can help them while being empathetic and compassionate.

5. Company Knowledge

This can’t be overemphasized. CSRs are extensions and even front liners of their companies and, therefore, should have deep knowledge of the products and services sold by their company.

This will make you a competent person, and when customers come to you for help, questions, or advice on what product to get, they will be satisfied with your response.

What to Expect Working as a Customer Service Rep

Expect to be in front of the computer for long hours and receive many phone calls daily. 

Also, expect to be in the office in the early morning hours to prepare for the day and remain at the office long after work hours to go through and tie all loose ends from the day.

You should also be prepared to talk throughout the day and repeat the same words and sentences.

Do not expect every customer to be happy; you should be prepared to meet and speak with the unhappy ones.

What is the Annual Salary of a Customer Service Representative?

A CSR is paid an average of $14.34 per hour. Has a bonus rate of $203-$5k, a profit-sharing rate of $289-$12k, and an annual salary of $22k-$45k.

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Summary of Customer Service Representative (CSR) Duties and Responsibilities

This article explains the job description of a customer service representative for anyone seeking to apply for such a position.

Working as a customer service representative requires always being cheerful and learning to manage your emotions.

With the tips in this article, I believe you will make a better customer service representative in your company.

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