This Customer Service Representative job description template is optimized for posting to online job boards or careers pages. Modify this customer service job description with the key duties and responsibilities for your CSR role. Similar job titles include Customer Service Associate, Member Service Representative, Customer Support Professional, Customer Support Representative and Contact Representative.
Customer service representatives (CSR) duties and responsibilities:
Customer service representatives are often a client’s primary point of contact with a company. The duties and responsibilities of a CSR include managing incoming calls and customer service inquiries, generating sales leads that develop into new customers, and identifying and assessing customer needs to achieve satisfaction.
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Job brief
We are looking for a customer-oriented service representative.
What does a Customer Service Representative do?
A Customer Service Representative, or CSR, will act as a liaison, provide product/services information, answer questions, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.
The best CSRs are genuinely excitedto help customers. They’re patient, empathetic, and passionatelycommunicative. They love to talk and understand the value of good communication skills. Customer service representativescan put themselves in their customers’ shoes and advocate for them when necessary. Customer feedback is priceless, and these CSRs can gather that for you. Problem-solving also comes naturally to customer care specialists. They are confident at troubleshooting and investigate if they don’t have enough information to answer customer questions or resolve complaints.
The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.
Responsibilities
Customer Service Responsibilities list:
Manage large amounts of incoming phone calls
Generate sales leads
Identify and assess customers’ needs to achieve satisfaction
Build sustainable relationships and trust with customer accounts through open and interactive communication
Provide accurate, valid and complete information by using the right methods/tools
Meet personal/customer service teamsales targets and call handling quotas
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
Keep records of customer interactions, process customer accounts and file documents
Follow communication procedures, guidelines and policies
Take the extra mile to engage customers
Requirements and skills
- Proven customer support experience or experience as a Client Service Representative
- Track record of over-achieving quota
- Strong phone contact handling skills and active listening
- Familiarity with CRM systems and practices
- Customer orientation and ability to adapt/respond to different types of characters
- Excellent communication and presentation skills
- Ability to multi-task, prioritize, and manage time effectively
- High school diploma
Frequently asked questions
- What does a Customer Service Representative do?
- A Customer Service Representative works with clients who have complaints, orders, or require information about products/services purchased from the organization. They also provide solutions that fit those individualized situations and prioritize the customers’ needs at each step of the process.
- What are the duties and responsibilities of a Customer Service Representative?
- A Customer Service Representative is the first person most customers communicate with when they have a problem. The Customer Service Representative must handle complaints, provide appropriate solutions for customers, and follow up to resolve any issues their customers experience.
- What makes a good Customer Service Representative?
- A good Customer Service Representative must have excellent communication skills since they will be speaking directly with customers. Also, they must have a strong understanding of their company’s products and services to address customer questions. They should also have a pleasant attitude to de-escalate potentially hostile customers and need to work in a fast-paced environment.
- Who does a Customer Service Representative work with?
- Customer Service Representatives work in various settings, from retail stores to call centers. In most cases, a Customer Service Representative works on a small team under a Customer Service Manager.
