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: