Customer Service Representative Job Description

What is the job description of a Customer Service Representative? What are the duties and responsibilities of a Customer Service Representative? What does a Customer Service Representative do?

Job description of a Customer Service Representative

Customer service representatives help customers with complaints and questions, give customers information about products and services, take orders, and process returns. By helping customers understand the product and answering questions about their reservations, they are sometimes seen as having a role in sales.

This Customer Service Representative job description example includes the list of most important Customer Service Representative duties and responsibilities as shown below. It can be modified to fit the specific Customer Service Representative profile you're trying to fill as a recruiter or job seeker.

Customer Service Representative Duties and Responsibilities

Customer Service Representative job description should contain a variety of functions and roles including:

  • 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

Customer Service Representative Requirements / Skills / Qualifications

Customer Service Representative job description should include these common skills and qualifications:

  • High school diploma, general education degree or equivalent.
  • Ability to stay calm when customers are stressed or upset.
  • Comfortable using computers.
  • Experience working with customer support.
  • Customer-centric
  • Result-driven
  • Focus on quality and attention to detail
  • Good time-management skills
  • Ability to multi-task
  • Strong interpersonal and communication skills
  • Critical-thinker and problem-solver
  • Ability to work with minimal supervision

As a hiring manager, recruiting an ideal Customer Service Representative starts with crafting a good job description. Use this Customer Service Representative job description template to save yourself time and help you attract the most qualified candidates. Feel free to revise it to meet your specific needs.

Job seekers interviewing for the role of a Customer Service Representative may also reference it in preparation for the interview.

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