Customer Service Representative Duties & Responsibilities

The role and function of a Customer Service Representative includes the following duties and responsibilities:

  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
  • Manage large amounts of incoming 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 team sales targets and call handling quotas
  • Keep records of customer interactions, process customer accounts and file documents
  • Follow communication procedures, guidelines and policies
  • Take the extra mile to engage customers

Note that this is not an exhaustive list of Customer Service Representative duties and responsibilities. Job functions for specific Customer Service Representative roles may vary, depending on the industry and type of employer.

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