Customer Service Representative Job Description

What is a Customer Service Representative?

The primary role of a customer service representative is to handle customer queries and resolve them. They assist with information, complaints, orders, errors, account questions, billing, cancelations file complaints and process returns.

Customer service representatives work across pretty much every industry, representing the company/organisation. The product or service may vary, but the day to day work is pretty similar. For in-person customer service in retail, please see the retail assistant job description. 

The work is emotionally demanding but can be extremely rewarding for those who enjoy finding solutions and helping others.

Responsibilities

A customer service representative’s main responsibilities include, but are not limited to:

• Listening and responding to customer queries
• Providing information about products and services
• Taking orders and overseeing billing or payments
• Reviewing or making changes to customer accounts
• Handling returns or complaints
• Recording details of customer contacts and actions taken
• Researching answers or solutions as needed, or others who can help

Skills

To be successful in customer service, you’ll need:

• Excellent communication skills
• Excellent telephone manner
• Computer skills
• Active listening
• Adaptability
• Conflict resolution
• Ability to multitask, prioritise and manage time effectively
• Decision-making
• Friendliness
• Knowledge of your product or service
• Quick thinking
• Reading physical and emotional cues

Personality Traits

Aside from skills and experience, you will excel in customer service if you have the following personality traits:

• Patience
• Charisma
• Creativity

Qualifications and Education 

There are, broadly speaking, no qualifications required to become a customer service representative. Instead, the requirements are mainly skill-based, rather than qualification-based. However a Bachelor’s degree can help get your foot in the door for most customer service jobs. 

There are also customer service specific qualifications which can help your application. The Institute of Customer Service offers courses in communication, solutions, innovation, and more.

Salary

According to Payscale, the average salary for a customer service representative across the whole UK is £18,977, with Metro Bank paying the most at £19,673, and Marks and Spencers paying the least with £14,000. However, salaries vary hugely based on location and experience.

Now you’ve got the lowdown, you can start applying to exciting customer service roles! We can help you brush up your customer service CV too.

Also, here are some customer service interview questions and answers, plus common interview mistakes to watch out for.