Customer Service Representative Job Description: Top Duties and Qualifications

Customer Service Representative Duties And Responsibilities

Customer care representatives assume responsibility for the client’s issue and serve as the sole point of contact for all the questions regarding the troubleshooting process. This includes providing the client with information on the anticipated time of resolution to regularly provide updates on the status of the task. Additionally, they take note of any feedback from the customer that could improve their experience and pass it along to the appropriate team for organisation execution. Additional responsibilities of a customer care representative include the following:

• Escalate complaints to the appropriate internal teams and if the issue goes outside their immediate area of responsibility


• Establish long-lasting, trusting connections by communicating professionally and empathetically with the clients


• Use the appropriate methods and tools to provide information that is accurate, comprehensive, and thorough


• Meet call handling quotas and individual and team sales targets


• Gather and analyse client data to identify possible products or services to recommend to management


• Provide appropriate solutions and substitutes within the timeframes specified, and follow up to ensure resolution


• Maintain client interaction logs, handle customer accounts, and file paperwork as and when necessary


• Follow communication protocols, rules, and policies