Customer Service Assistant Job Description: Top Duties and Qualifications

A Customer Service Assistant, or Customer Service Representative provides a company’s customers with the service they require. Their duties include receiving inbound calls, responding to complaints and selling a company’s products or services.


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Customer Service Assistant duties and responsibilities

The duties a Customer Service Assistant performs vary depending on their position and work environment. A Customer Service Assistant who works at an IT helpdesk, for instance, may provide customers with technical assistance or may route calls to a technical services department. In contrast, someone who works on a shop floor will be more focused on providing customers with information and selling a company’s products. In general, their day-to-day activities include:

  • Handling all incoming customer queries and questions 
  • Providing the appropriate service and information or referring clients to another department
  • Referring problematic issues that they cannot solve to management 
  • Resolving customer complaints and issuing refunds as needed
  • Maintaining an accurate Customer Relationship Management (CRM) database by entering and updating client information
  • Providing quotations and checking product availability
  • Handling payment transactions 
  • Adhering to a company’s policies and procedures at all times when assisting customers


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What does a Customer Service Assistant do?

Customer Service Assistants play an important role in ensuring that a company’s customers are satisfied and happy. They are often the first point of contact for customers and act as a valuable interface between a company and its client base. Customer Service Assistants are a fundamental function of most companies and institutions and can work in a variety of settings, including a shop floor, call centre or at a helpdesk in a company’s offices. Their duties include a range of customer-oriented tasks, which they may perform over the telephone, in person or via email or web chat.


Customer Service Assistant skills and qualifications

The job of a Customer Service Assistant involves interacting with customers throughout the day. In addition, these employees often serve as the main point of contact for a company’s client base they therefore need to have excellent customer service skills. To ensure that customers receive the best possible service, it’s important that Customer Service Assistant candidate will have various prerequisite skills and qualifications that typically include:

  • The ability to actively listen to customers so they can adequately gauge and address their needs
  • Excellent verbal communication skills to clearly share and relay information
  • Computer literacy, including knowledge of relevant software packages, such as CRM systems
  • The ability to remain calm and polite when dealing with complaints or challenging clients
  • Strong problem-solving skills to determine the best possible solutions for client issues
  • Good command of the English language
  • Presentable appearance and good hygiene in customer-facing environments


Customer Service Assistant experience requirements

The level of experience a Customer Service Assistant needs varies depending on the position. Some employers may be willing to hire candidates with no previous experience and provide them with comprehensive on-the-job training. In contrast, others may ask that candidates have experience working in a customer service environment. Depending on the position, candidates may need to show call centre experience or knowledge of relevant software programs. In the event that the job requires technical expertise, such as an IT helpdesk position, candidates will likely need experience in that field.


Customer Service Assistant education and training requirements

There are no fixed education or training requirements for this occupation. However, employers often require that candidates have a few GCSEs, including English and maths, to prove they have adequate literacy and numeracy skills. There are many available courses that candidates can complete to develop their professional skills and knowledge in the field. Examples of relevant courses include a Level 2 Certificate in Customer Service or a Level 2 Certificate in Contact Centre Operations. It’s also possible to gain relevant experience and skills in the field through an intermediate or advanced apprenticeship in customer service.


Customer Service Assistant salary expectations

According to Indeed Salaries, the average salary for a Customer Service Assistant in the UK is £6.71 per hour. Salaries vary, based on factors like location, industry, experience, and employer.


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Customer Service Assistant job description FAQs


What are the hours of a Customer Service Assistant?

The hours of a Customer Service Assistant depends on the position. Whereas some candidates have Monday to Friday, 40-hour work schedules, others may work rotating shifts, nights or weekends. Shift work typically occurs in work environments that involve longer or unsocial work hours, such as the retail industry or 24/7 service centres.


What types of companies can benefit from hiring Customer Service Assistants?

Customer Service Assistants work in a wide variety of companies and institutions, including health facilities, insurance companies, financial organisations, telecommunication companies, shops and government offices.


What's the difference between a Call Centre Agent and a Customer Service Assistant?

Both roles provide customer services. However, whereas a Call Centre Agent works only in a call centre, a Customer Service Assistant can work in various environments, including a call centre, an office or a shop’s premises.

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