Customer Service Representative Job Description: Top Duties and Qualifications

A Customer 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.

 

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Customer Service Representative duties and responsibilities

Customer 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

Overview: *_Vehicle Insurance – Lancaster Insurance Service & Motorhome Protect_* _ The purpose of this role is to provide an enhanced customer journey. You will need to be able to provide excellent customer service and effective administration support for all external and internal customers through a variety of communication channels. The role is varied, while predominately phone based there are scheduled days where administrative tasks are completed. _ _You will be working in a bespoke market dealing with unique vehicles and could experience exciting opportunities such as career mapping, meeting our customers face to face at events. A really good chance to kick-start a career in insurance with a Top 100 Company._ Responsibilities: * * _E__ffectively manage customers enquires and queries through a variety of communication channels._ * _Manage time effectively to meet required business targets ensuring quality and accuracy requirements are met._ * _Effectively communicate with customers to provide relevant product information that is clear, fair and not misleading allowing the customer to make an informed decision._ * _Evidence excellent problem-solving capabilities._ * _Willing to go the extra mile to ensure customer satisfaction._ * _Use all relevant information to optimise opportunities to cross sell and up sell insurance products._ * _Operate within own area of accountability, proactively escalating issues and seeking guidance._ * _Understand business issues and recommend solutions to improve._ * _Commit to own personal development._ * _Responsibilities to include the following in line with relevant development to support achievement of these by the end of the 12-month to Company processes with regards to Financial Conduct Authority (FCA), Data Protection Act (DPA) and Treating Customers Fairly (TCF) requirements._ Qualifications: *_Essential Skills: _* * _Excellent communication skills._ * _Proven Problem Solving skills, focusing on the solution not the problem._ * _Works on own initiative_ * _Thrives in working within a fast-paced environment._ * _Target/Goal driven._ * _Empathy_ * _Keen eye for detail_ *_Desirable Skills: _* * _Experience of achieving targets and goals._ * _Experience of working in a customer orientated/call centre environment._ * _An understanding of insurance and/or specialist vehicles._ Location: Lancaster, Saint Ives PE27 Job Types: Full-time, Permanent

Example 2

WHO YOU ARE We are looking for someone who strives to give an amazing customer shopping experience. Someone that always puts the customer at the heart of what they do and encourages others to do the same. They are passionate about ensuring that IKEA has a life long connection with their customers by always considering their needs. YOUR Responsibilities
  • Build loyalty by ensuring customers have an amazing shopping experience.
  • Listens to our customers and use knowledge of both the IKEA product range and how retailing works in order to offer informed solutions and resolve customer issues.
  • Works together with colleagues in other functions to improve the customer experience.
  • Works with daily and weekly service targets to drive service delivery
  • Provide an efficient and accurate checkout experience in various areas of the store ABOUT THIS WORK AREA At IKEA it’s all about our customers, and in Customer Relations we build and retain long-lasting relationships with new and existing customers in a multichannel retail environment. We’re a diverse team that work together to ensure a positive and joyful experience for all IKEA visitors and customers: we set up services, gather feedback and make things right! Our modus operandi is to connect to people by listening to their personal needs and to create genuine interactions. We’re a bunch of people who are truly passionate about people! Questions AND Support? LET'S Connect! Need a hand? Not a problem! Contact us @ and we'll be happy to help! WHY WORK WITH IKEA? Working at IKEA, we recognize the need to look after our people and we offer a range of co-worker benefits such as: co-worker discount, pension scheme, uniform provision, subsidized co-worker meals, Interest Free Loans, a year-end gift and many more!
  • 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.

     

    Customer 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 Customer Service Representative requires at least 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 Customer 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

     

    What is the difference between a Customer Service Representative and a Customer Support Representative?

    While a Customer Support Representative is only concerned with fixing or resolving the issues raised by customers, a Customer Service Representative manages the relationship between the company and the customer beyond troubleshooting and complaint resolution.

     

    Who does a Customer Service Representative report to?

    A Customer Service Representative reports to the Senior Customer Service Representative or the Customer Service Manager.

     

    How can you make your Customer Service Representative job description stand out?

    Begin with a concise overview of what the job entails and how it contributes to your company’s mission, goals and objectives. This will give prospective candidates an idea of whether they are a good fit for the job. Include a list of  requirements for the job including skills, educational qualifications, experience and any certifications necessary. A good job description also gives the candidate an idea of what they can expect to earn, so include a range. Always double-check for any errors and typos and grammar. 

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