Jobs, Careers and Occupations

Customer Service Representatives

Customer Service Representative Nature of Work

Customer service representatives look after an organization's customer services including after-sales service, and work to maintain good customer relations.

They are employed by banks, trust companies and similar financial institutions, retail establishments, call centers, insurance, telephone and utility companies and by other companies throughout the private and public sectors to serve as a direct point of contact for customers. They are responsible for ensuring that their company’s customers receive an adequate level of service or help with their questions and concerns.

Progression to supervisory positions is possible with experience.

Customer Service Representative Work Conditions

Customer service representatives generally work indoors for companies or government departments. Many work in call or customer contact centers. In this type of environment, workers generally have their own workstation or cubicle space equipped with a telephone, headset and computer. Because many call centers are open extended hours or are staffed around the clock, these positions may require workers to take on early morning, evening, or late night shifts. Weekend or holiday work also may be necessary.

Customer Service Representative Personal Requirements

• Able to deal politely with the public
• Able to stay calm in difficult situations
• Able to work as part of a team
• Friendly, helpful and patient
• Good communication and interpersonal skills
• Interested in working with people

Customer Service Representative Employment Requirements

Most customer service representative jobs require only a high school diploma. However, many customer service jobs now require higher level of education. Computer knowledge and good interpersonal skills also are important qualities for people who wish to be successful in the field. Verbal communication and listening skills are especially important. Additionally, for representatives who communicate through e-mail, good typing, spelling and written communication skills are necessary.

Sales Assistants Duties and Tasks

Customer Service Representatives may perform some or all of the following duties and tasks:

• Explain the type and cost of goods and services offered
• Promote goods or services
• Provide information to customers and the public concerning goods, services, schedules, rates, regulations and policies in response to telephone and in-person enquiries
• Respond to enquiries and emergencies and investigate complaints
• Take customer orders for goods or services

Customer Service Representative Example Titles

• Bank Clerk
• Call Centre Agent
• Complaints Clerk - Customer Service
• Courtesy Desk Clerk
• Customer Service Clerk
• Enquiries Clerks
• Foreign Exchange Teller
• Hospital Information Clerk
• Order Desk Agent
• Public Relation Clerk
• Tourist Information Clerk

Customer Service Representative Related Occupations

• Bank Officers
• Call Centre Operators
• Financial Clerks
• Flight Attendants
• Insurance Investigators
• Receptionists
• Sales Assistants
• Switchboard Operators
• Ticket Agents

Related Industries

• Apparel
• Banking
• Marketing
• Sales
• Quality Control