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Customer Service Representative Job Description: Top Duties and Qualifications

Edited by Indeed Employer Content Team
Last updated 5 November 2025
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Indeed’s Employer Resource Library helps businesses grow and manage their workforce. With over 15,000 articles in 6 languages, we offer tactical advice, how-tos and best practices to help businesses hire and retain great employees.

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7 min read

A 44318625279customer service14.85retail11.6customer service advisor8.98customer service representative4.56retail assistant2.28304610635350619300.0024035.8946000.00YEARLY26864405842025-10-012025-10-312025-09-012025-09-302025-11-05Customer Service Representative, or Customer Service Assistant, handles customer interaction for an organisation. Their top duties include resolving customer complaints, responding to phone call and email requests and maintaining customer service records.

Customer Service Representative duties and responsibilities

44318625279customer service14.85retail11.6customer service advisor8.98customer service representative4.56retail assistant2.28304610635350619300.0024035.8946000.00YEARLY26864405842025-10-012025-10-312025-09-012025-09-302025-11-05Customer Service Representatives are responsible for providing assistance to a company’s customers or clients. They will need to fulfil the following important duties to excel at their job:

  • Raising support tickets to enable tracking and resolution of customer requests
  • Investigating and resolving customer complaints then closing support tickets
  • Maintaining a database of customer information
  • Escalating inquiries to the appropriate team, when necessary
  • Checking product or service availability
  • Assisting customers with registration or account creation
  • Passing customer feedback onto the product or sales team to improve the organisation’s offerings

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Customer Service Representative Job Description Examples:

Example 1

What’s the role?

Our client, a well-known investment and financial services firm are looking for a Customer Service Representative to support the transformation and the future growth of the business within the Customer Services function, to deliver by building on their service reputation, and deliver market-leading service excellence for their customers and advisers.

Tell me more

Location: Potters Bar, London (5 days per week)

Rate: £150 per day

Work Pattern: Standard business hours.

Start Dates: ASAP

Duration: 3-month contract with possibility of an extension

Your day-to-day activities

  • Take responsibility for end-to-end process of tasks undertaken, ensuring own knowledge of all products and regulatory environment is understood and complied with.
  • Amend and maintain accurate company records to ensure legislative, customer and company requirements are met.
  • Maintain technical product knowledge to support team colleagues, provide cover, and achieve department objectives.
  • Answer incoming telephone enquiries across the full product range, respond to them and fully document how they were resolved, ensuring that all communications are handled accurately and adopting the most appropriate method of communication.
  • Retain relationships with advisers and other business areas.
  • Investigate and resolve complaints and queries, in line with the divisional and regulatory complaints procedures.
  • Identifying and addressing the cause of a customer complaint and remedying the underlying issue of the complaint, balancing the needs of the customer, the company and regulator.
  • Actively contribute to the continuous improvement and development of the team, through reviewing procedures to meet expectations of service and conduct and improve on own self development.

Skills & Experience required:
  • Minimum of 5 A-C GCSEs (including English and Maths – essential)
  • Have already attained the Award in financial Administration or keen to work towards this qualification.
  • Diligent and conscientious in the accuracy of their work, excellent attention to detail.
  • Excellent Customer Service experience with a “Can Do”, proactive attitude.
  • Excellent written and verbal communication skills.
  • Ability to operate in a fast paced, dynamic environment and able to work under pressure.
  • Intermediate knowledge and experience of MS Office.

Job Type: Temporary contract

Salary: £150.00 per day

Benefits:
  • Work from to Friday

Example 2

Position: Delivery Driver and Customer Service Representative

Reports To: Transport Manager
Responsible For: No Direct Reports
Salary: £25,250
Contract Hours/Shift Pattern: 12-Hour Shifts (+ 1-hour unpaid break), 4 Days on – 4 Days off

Job Introduction

Green 2 is two-person home delivery who strive to make the world of delivery a better place, by building a business that supports the way we live today. We stand out as we have plans to be 100% fossil fuel free by the end of 2023!

Most of our work is taking responsibility for storing and delivering large, heavy, bulky items – the kind of work that typically needs two people to handle. Quite often these items need installing, which we do too.

Green 2 is now recruiting for a Delivery Drivers to join our transport team located from our regional depot. Working as part of our two-person delivery team is not for the faint hearted as we deliver large (and sometimes heavy) items.

If you enjoy working on the road, meeting new people and everyday being different, you will love being part of the Green 2 Family. Interested in the opportunity of joining the UK’s fastest growing, two-person, home delivery business.

*Job Role Responsibility

Reporting to the Transport shift Manager, your duties will include:

· Full responsibility for your vehicle whilst representing the company and brand to the highest possible standards

· Delivering customer products with your colleague, ensuring packaging and product is free from damage

· Delivering orders to the customers room of choice

· Assemble and/or install customer products (full training for installation services is provided)

· Ensuring as a team, you always keep your customers up to date on the progress of their delivery

· Resolve any customer questions or concerns as they may arise

The Ideal Candidate

With the amount of applications expected for this position, we will only be able to proceed forward with candidates who match our essential requirements stated below:

· First class communication and customer service skills

· Hold the correct driving licence to drive a 3.5t vehicle

· Excellent attention to detail and work ethic

Please also be aware that all our roles here at Green 2 are subject to a criminal record check and Regular drug and alcohol testing is mandatory part of our recruitment process.

Job Types: Full-time, Permanent

Salary: From £25,250.00 per year

Benefits:
  • Referral programme
Schedule:
  • 12 hour shift
  • Weekend availability

Licence/Certification:
  • Driving Licence ID: CMVSD - 01

Example 3

Customer Service Representative

Belfast International Airport Taxi Company are looking for a Customer Service Representative to join their team at the International Airport, to support them in providing excellent customer services to their clients.

The successful candidate will be the first point of contact for the company, SIA licence holder would be advantageous but not essential. They will hande all queries and taxi bookings made by customers, keep customers informed of waiting times, manage queues and keep in contact with the drivers/management.

Responsibilities:

  • Handle all enquiries professionally and ensuring excellent customer service at all times.
  • Make Taxi bookings for customers with the drivers on the rank in line with the rank’s procedures.
  • Ensure that Customers are kept up to date with waiting times and if any delays arise.
  • Manage the queues in line with the protocols of the rank.
  • Keep in touch with the drivers and management on a regular basis to ensure that accurate waiting times can be provided to customers and to minimise loss of work from the rank.
  • Provide administration support by maintaining records and ensuring that incidents are logged and recorded appropriately.
  • Ensure that all documentation is securely stored when not in used and locked away at the end of your shift in line with GDPR legislation.

Requirements:

  • Have experience in a customer service role.
  • A high level of written and spoken English.
  • Experience of dealing with enquiries both in person and over the phone/email
  • Strong organisational skills
  • Excellent IT skills (Microsoft Office)

Shift patters available:
Monday – Thursday, 7am – 11am;
Friday -Sunday 2pm – 6pm or
6pm to last domestic flight

Salary/Package: £11- £12 an hour

Applicant Guidance
Please request applications by emailing us.

Closing date: 12 noon on 30th April 2023.

Completed applications must be sent to or posted to 1b Ladas Drive, Belfast BT6 9FQ on or before the close date. Late applications will not be considered.

ONLY Information Provided ON THIS Application FORM WILL BE Considered BY THE PANEL.

Job Types: Full-time, Part-time

Salary: £11.00-£12.00 per hour

Schedule:
  • Day shift
  • Night shift

Work Location: One deadline: 30/04/2023

Example 4

Company Description

Find My Man and Van is a comparison and booking site for Man and Van/Removals, established in 2015. Through our online platform, customers enter their move details, date & time and receive online es from moving companies registered with the site. With a registered service provider base in excess of 1000 companies, we provide a comprehensive, automated solution to corporate and domestic removals. Our core values are exceptional customer service and platform ease of use.

Website

[website]

Role Description

The role on offer involves liaising with customers and drivers over the telephone, and subsequent management bookings and driver queries, through our online system.

Duties

The following are the main duties of the role, the list is not exhaustive as we are an evolving business and additional duties of a similar nature to those below may arise.

  • Answering customer enquiries by phone - this can be anything regarding the booking ie. advice on booking their move, how our process works, payment, riding in van etc.
  • Giving es & taking payment - again by phone, this involves using our online system to get es, taking the move details, texting the results to customers and processing payment through our online system.
  • Managing drivers with regards to our process, driver cancellations and assignments to bookings as well as any other issues that may arise.
  • Signing up new drivers through our online system when requested.
  • Handling booking cancellations and refunds - this will initially be escalated to the company owners but it is desired over time to become resolvable by the person in this role.
  • Handling complaints from customers/drivers - this will initially be escalated to the company owners but it is desired over time to become resolvable by the person in this role.
  • Monitoring customer satisfaction and grading bookings accordingly - this can be done through our online system.
  • Recruiting drivers to the platform.
  • Posting to our social media accounts and responding to TrustPilot reviews.

Other Details

The role will be fully remote (an initial training period on location in Dagenham, Essex will be required, along with periodic assessments). Working hours are 9-5:30 with 1 hour paid lunch. Although the job will be primarily remote the successful candidate must be able to commute to Dagenham for training and meetinbgs. A laptop will be supplied and a company phone will be provided. Familiarity with using an Apple Mac is required. The succesful candidate will be part of a small team in a family-run business. A polite, confident, well-spoken phone manner is essential.

Job Types: Full-time, Permanent

Salary: £19,216.00-£21,500.00 per year

Benefits:
  • Casual dress
  • Work from home
Schedule:
  • Monday to Friday
  • Overtime
  • Weekend availability



Application question(s):
  • Do you have familiarity working with the Apple Mac operating system?


Work Location: Hybrid remote in Barking


Reference ID: start date: 18/09/2023

Example 5

We’re looking for a highly motivated Customer Service Representative to complement our fantastic team in our Lettings Support Centre in Norwich, Norfolk. As our Customer Service Representative you will provide property management and tenancy administration support services to branches, landlords and tenants.

We offer a clear, defined career path, support to study for relevant job qualifications and a fantastic reward and recognition scheme, all wrapped up in a fun and positive working environment.

What’s in it for you?

  • Up to £18,600(depending on experience)

· Support in training towards ARLA – NFOPPqualifications(additional £1,000 once qualified)
  • Industry leading training and development
  • Demonstrable career ladder
  • Opportunities for progression
  • Collaborative, rewarding and fun environment
  • Team incentives
  • Understanding of operations within an estate agency business

The wellbeing of our staff is of the utmost importance to us, which is why our corporate charity partner is MIND. Not only did we top up pay for all furloughed staff during the pandemic to ease any financial concerns, we also have in place a variety of ongoing mental health initiatives and an employee assistance programme to help with worries about all aspects of life.

*Key responsibilities of a Customer Service Representative: *

The main purpose of your role is to provide a property managementand tenancy administrationsupportservice to branches, landlords and tenants. You will also co-ordinate and liaise with contractors to ensure repair/maintenance works are carrier out in time and to agreed standards and co-ordinate and arrange relevant statutory safety checks.

Skills and experience required to be a successful Customer Service Advisor:
  • Outstanding Customer Service skills
  • Solid administration skills
  • Resilient, positive, numerate and detail oriented
  • Organised and able to prioritise workload in a faced paced environment
  • Excellent verbal and written communication skills
  • IT literate (MS Office, internet, email systems)

Following the acquisition of Countrywide earlier this year, we are now the largest and most profitable property services provider in the UK with more than 1,200 branches and 15,000 staff nationwide. Our confidence in the market and drive for further growth means that Connells Group can offer a stable and progressive setting for all staff.

Work remotely
  • No

Job Type: Full-time

Salary: £18,600.00-£19,600.00 per year

Schedule:
  • Monday to Friday

COVID-19 considerations:
All staff are required to wear a mask when not at their work station, 2m social distancing is required at all times, hand sanitizing stations are provided, one way system in operation at all times and office every day.

Example 6

Glossop, Derbyshire

Company: GasCare (NW) UK Ltd.

About Us: GasCare (NW) UK Ltd. is a dynamic and rapidly growing domestic gas company, proudly serving clients across the North West and beyond. We take pride in our commitment to delivering top-notch service, ensuring the safety and satisfaction of our valued customers. As we expand our operations, we are looking for a reliable and skilled Customer Service Representative to join our team.

Job Description: Are you a dependable individual with excellent communication skills? Do you thrive in a busy office environment and enjoy providing exceptional customer service? If so, we have the perfect opportunity for you! As a Customer Service Representative at GasCare, you will play a crucial role in our success by managing inbound and outbound calls to book annual services, repairs, and installations for our clients.

Key Responsibilities:

  • Handle a high volume of inbound and outbound calls (no cold calls) promptly and professionally.
  • Schedule and coordinate annual servicing, repairs, and installations efficiently.
  • Provide exceptional customer service, ensuring client satisfaction and building strong relationships.
  • Maintain accurate and up-to-date records of customer interactions and service appointments.
  • Collaborate with our field technicians and office team to streamline processes and meet customer needs effectively.

Qualifications:

  • Excellent communication and interpersonal skills.
  • Previous experience in a customer service role is preferred.
  • Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
  • Strong attention to detail and organizational skills.
  • Proficiency in basic computer applications (Microsoft Office, email, etc.).
  • Reliable and punctual with a strong work ethic.

Working Hours:

  • Monday to Friday, 9:00 AM to 5:00 PM.
  • 30-minute lunch break.

Salary:

  • Competitive salary ranging from £19,000 to £21,000, commensurate with experience.

Benefits:

  • Friendly and supportive team environment.
  • On-the-job training and development.
  • Company-sponsored events and activities.
  • Pension plan.
  • Employee discounts.

If you are a dedicated individual with great communication skills and a passion for providing outstanding customer service, we encourage you to apply. Join our team at GasCare and be a part of our exciting journey as we continue to grow and serve our valued customers across the North West and beyond.

Job Types: Full-time, Permanent

Salary: £19,000.00-£21,000.00 per year

Benefits:
  • Employee discount
  • Free parking
  • On-site parking
Schedule:
  • Monday to Friday
  • No weekends



Education:
  • GCSE or equivalent (preferred)

Experience:
  • customer service: 1 year (preferred)


Work In person

Example 7

Introduction

At Cut My, we believe interior and exterior transformation should be easy, so we aim to provide a seamless and fuss-free experience when it comes to all things DIY. We provide an entirely personalised experience for all customers with precisely cut sheet materials.

Our company culture is defined by agility, creativity, and a fast-paced, demanding atmosphere. We foster an environment where autonomy and challenge are embraced, empowering our team members to take ownership of their work and push the boundaries of innovation. Our culture is characterised by a casual work attire, relaxed atmosphere, and lively energy. While we offer some flexibility with working locations occasionally, this is advertised as a full-time in-office role. This allows new team members to immerse themselves in our dynamic team environment, working alongside experienced colleagues, including our inspiring Founder, Managing Director, and key department heads, contributing directly to the heart of our operations.

Summary

As a Customer Service Representative at Cut My, you'll play a pivotal role in ensuring our customers receive exceptional support, further enhancing their experience with us. You'll be joining a team of four individuals in the Customer Experience department, working closely with sales, marketing, and digital teams to create seamless customer interactions and drive loyalty.

Responsibilities
  • Provide exceptional customer support via various channels (phone, email, chat) to resolve inquiries, complaints, and product-related issues.
  • Collaborate with the sales and marketing teams to ensure consistent messaging and a unified customer experience.
  • Proactively identify and address customer needs, offering personalized solutions and recommendations.
  • Assist in developing customer support strategies to enhance overall satisfaction and retention.
  • Actively contribute to team meetings, sharing insights, feedback, and suggestions for improvement.

What We're Looking For
  • Excellent communication skills and a customer-centric mindset.
  • Ability to thrive in a fast-paced, dynamic environment, delivering results with quick turnarounds.
  • Eagerness to learn and grow professionally within a supportive team environment.
  • Interest in understanding and improving our processes.
  • Previous experience in customer service or related fields is a plus.

Requirements
  • Strong interpersonal skills with a focus on empathy and problem-solving.
  • Ability to multitask and prioritize tasks effectively.
  • Proficiency in CRM software and switched-on when it comes to technology.
  • Flexibility to work weekends or evenings as needed.
  • Previous experience in e-commerce or related industries is preferred.

Benefits and Salary
  • Salary of £26,000 per annum.
  • Flexible working arrangements, including remote options.
  • Opportunities for professional development and career growth.
  • Collaborative and inclusive work environment.
  • Workplace pension scheme and additional benefits.

Join Our Team

If you're passionate about providing exceptional customer experiences and thrive in a collaborative, fast-paced environment, we want to hear from you! Apply now to become a valued member of the Cut My team and contribute to our mission of making DIY transformations effortless for our customers.

Job Type: Full-time

Pay: £26,000.00 per year

Benefits:
  • Casual dress
  • Company events
  • Company pension
  • Employee discount
  • Free parking
  • On-site parking
Schedule:
  • Monday to Friday



Ability to commute/relocate:
  • Henfield: reliably commute or plan to relocate before starting work (required)

Education:
  • A-Level or equivalent (preferred)

Experience:
  • customer service: 1 year (required)


Work Location: In person


Application deadline: start date: 01/07/2024

Example 8

Customer Service Advisor - German Speaking / Manchester / Hybrid 1 DAY PER WEEK IN THE Office Minimum/ Competitive PAY £25000 & GREAT Benefits



About the Team/Role

WEX Inc. is a leading provider of business to business physical, digital and virtual card payment solutions.
WEX is fleet, corporate and health payment solutions provide its customers – comprising small businesses, large fleets and corporations – with unparalleled security and control across a wide spectrum of business sectors. We are executing against a multi-pronged growth strategy that enables us to maintain our leadership position and we hire people who share our passion for continuous innovation, client service and process improvement.

Our people make all the difference in our success, we currently have an exciting opportunity for a talented German Speaking Customer Service Advisor to join our team supporting customers across Europe.
You will be working in an expanding Department, covering a European wide operation. The Department will be undertaking a varied number of tasks required to maintain an operation supporting a growing Fuel Card business.



What’s on offer?
  • Competitive salary of £25,000
  • Annual company bonus
  • 37.5-hour week – Monday to Friday, no evenings or weekends
  • Hybrid working (1-2 days per week in the Manchester office)
  • Industry leading pension scheme
  • 25 days holiday plus bank holidays - with the opportunity to purchase additional holidays
  • Private Medical
  • Cycle2Work Scheme
  • GymFlex
  • Life assurance
  • Income protection
  • Discounts & perks platform
  • Employee wellbeing
  • Continuous training, coaching and development within a helpful and encouraging environment
  • Career progression opportunities



How you'll make an impact
  • Advise Sales of customers commercial queries
  • Investigate transaction declines & velocity queries
  • Liaising with all staff both in Manchester and in European Offices
  • Log all queries and action on Logging Tool
  • Chargebacks, Copy Invoice Requests, Transaction Queries
  • Produce Copy Invoices on request
  • Provide on-going support to colleagues and highlight training requirements to Team Leader
  • Answer phone calls with set criteria and within parameters set out by the Company
  • Assist in identifying and resolving areas that reduce chargeback liability or queries
  • Carry out data entry for Customers & Cards
  • Production of Customer Transaction Files and Reports
  • Forward customer payment concerns to Credit Collections immediately
  • Provide support to customers using website/systems provided



Experience you'll bring
  • Previous experience in similar German Speaking Customer Service role
  • Ability to mentor, develop & improve skills of others
  • Adaptable to organisational change requirements
  • Excellent communication skills (written and verbal)
  • Build a powerful sense of ownership and teamwork
  • Establish and maintain co-operative and effective working relationships
  • Flexibility to provide cover for other positions with the ability to stand-in for Shared Services Manager
  • Make identifiable contributions to business objectives
  • Positively represent the company
  • Self-motivated, organised and can work on own initiative
  • Taking “ownership” of problems
  • Fluent in spoken and written English and German



What's next?
If you have the skills and passion to take on this German Speaking Customer Service Advisor role, we would love to hear from you. APPLY NOW for immediate consideration.



We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, or age.

Due to the volume of applications received, unfortunately it is not possible to respond to each one individually, applicants that are shortlisted will be contacted within one week of application

We do not accept speculative agency CVs. Any CV received by WEX will be treated as a gift and will not be eligible for an agency fee. PSL agencies should only send CVs if authorised to do so by the Talent Acquisition team.

Job Types: Full-time, Permanent

Pay: £25,000.00 per year

Benefits:
  • Company events
  • Company pension
  • Employee discount
  • Gym membership
  • Life insurance
  • Paid volunteer time
  • Private medical insurance
  • Transport links
  • Work from home
Schedule:
  • Day shift
  • Monday to Friday
  • No weekends
Supplemental pay types:
  • Yearly bonus



Ability to commute/relocate:
  • Manchester, M2 3HR: reliably commute or plan to relocate before starting work (required)

Language:
  • German (required)


Work Location: Hybrid remote in Manchester, M2 ID: R9668
Our mission

Indeed’s Employer Resource Library helps businesses grow and manage their workforce. With over 15,000 articles in 6 languages, we offer tactical advice, how-tos and best practices to help businesses hire and retain great employees.

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Create a culture of innovation
Download our free step-by-step guide on encouraging healthy risk-taking
Get the guide

What does a Customer Service Representative do?

A Customer Service Representative interacts with an organisation’s customers to meet their needs and ensure that they get maximum value from the business. They are usually the first point of contact between the organisation and its customers. Their job involves receiving customer inquiries via phone calls, emails or in person and resolving them. In situations where the Customer Service Representative cannot immediately satisfy the customer, they refer them to someone who can.

Customer Service Representatives frequently work with the sales and marketing teams to offer assistance to customers. They also collaborate regularly with a branding team to craft a voice or tone for communicating with customers.

44318625279customer service14.85retail11.6customer service advisor8.98customer service representative4.56retail assistant2.28304610635350619300.0024035.8946000.00YEARLY26864405842025-10-012025-10-312025-09-012025-09-302025-11-05Customer Service Representative skills and qualifications

A successful Customer Service Representative candidate will have various prerequisite skills and qualifications that typically include:

  • Excellent interpersonal and active listening skills
  • Clear communication skills and a strong command of the English language
  • Strong attention to detail
  • Working knowledge of customer relationship management (CRM) tools
  • Ability to work well in a team
  • Multitasking skills and good organisational abilities
  • In-depth knowledge of customer relationship management (CRM) principles
  • Ability to work calmly under high-stress situations

Customer Service Representative experience requirements

An experienced Customer Service Representative should have a strong background in customer service, responding to customers in a professional setting and working with service or support guidelines. Previous experience providing customer service in a specific industry may also be required.

Other experience requirements will vary based on the company type and industry, but may include database management and experience working with certain CRM tools. Typically, employers require one to two years of experience and five years of experience and upwards for a supervisory role.

Customer Service Representative education and training requirements

A 44318625279customer service14.85retail11.6customer service advisor8.98customer service representative4.56retail assistant2.28304610635350619300.0024035.8946000.00YEARLY26864405842025-10-012025-10-312025-09-012025-09-302025-11-05Customer Service Representative may require a secondary school education with a minimum of a D grade in at least 2 GSCEs, including English Language. Training is available via apprenticeships or college level certifications and diplomas. These include a Level 1 Certificate in Customer Service and a Level 2 Certificate in Contact Centre Operations, which can both be obtained from the Northern Council for Further Education (NCFE).

Customer Service Representatives can also enrol in training programs with the Institute of Customer Service, which offers training modules in communication, solution development and innovation for better customer service.

Customer Service Representative salary expectations

According to Indeed Salaries, the average salary for a Customer Service Representative in the United Kingdom is £18,787 per year. This figure varies depending on the industry, the candidate’s years of experience and the location of the organisation. It also depends on if the Customer Service Representative is a full-time employee or a contractor.

Job description samples for similar positions

If you’re not looking for a 44318625279customer service14.85retail11.6customer service advisor8.98customer service representative4.56retail assistant2.28304610635350619300.0024035.8946000.00YEARLY26864405842025-10-012025-10-312025-09-012025-09-302025-11-05Customer Service Representative, but would like to see job descriptions for similar positions, here are some samples to consider:

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Customer Service Representative job description FAQS

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