what is a customer service representative?
Customer service representatives help customers with processing orders and handle complaints. In this position, you provide information and answer questions related to the products and services sold by the company. You also process returns and forward complaints to other departments or supervisors. Some customer service representatives are responsible for managing other employees, especially when you move up to a supervisor position.
The role requires someone with a patient and calm demeanour. Customer service representatives are trained to deal with angry customers and acknowledge their distress while finding ways to resolve a problem. You must keep your composure while responding to customer complaints across multiple communication channels and remain empathetic. You also need to provide detailed and correct information about products or services sold by the company.
what does a customer service representative do?
The role involves keeping customer interaction records, including complaints and comments or acting as a liaison between the company and customers. You also coordinate and communicate with other department employees and prepare product or service reports. You spend a significant amount of time on computers and undergo training to work with different types of software to distribute information.
Would working as a customer service representative suit your patient and calm demeanour? Then read on to find out what competencies and qualifications you need to thrive in a customer service representative role.
view jobsaverage salary of a customer service representative
According to National Careers, the average salary of a customer service representative is £17,000 at an entry-level position. When you have experience and additional post-secondary education, your earnings increase to £25,000 per year. Aside from the salary, you will receive overtime pay for additional hours and paid sick leave. Other benefits include a contribution to a pension scheme and annual bonuses.
how to increase the salary of a customer service representative
Since post-secondary education isn't mandatory for the role, having a certificate or diploma training improves your career and salary prospects. When you have additional qualifications, you can demand a better salary.
Working in urban and large cities also improves your salary prospects since the huge demand for customer service representatives increases the salary expectations. Besides, most employers rely on the cost of living when determining pay rates.
types of customer service representatives
The types of customer service representatives depend on the mode of communication with customers. Some include:
- email customer services support: your job is to respond to emails and live chats from customers. You answer queries and assist customers with the purchase process by replying to emails.
- social media customer service reps: you monitor a company's social media platforms and respond to queries or assist customers in making purchases.
working as a customer service representative
As a customer service representative, you interact with customers and visitors on behalf of the organisation. Let's explore the specific duties and work environments associated with the role.
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customer service representative job description
Some of the duties and responsibilities of a customer service representative include:
- answering questions about the company: as a customer service representative, you answer general and specific customer questions. You need to know the ins and outs of the organisation's offerings to relay accurate information. You must provide comprehensive responses and reassure new customers that they are making the right purchase decision.
- processing orders and transactions: as a customer service representative, you receive and process incoming orders. You ensure customers receive the right goods on time. You also handle product returns, exchanges and order cancellations.
- resolving issues and troubleshooting problems: customer service representatives provide technical assistance to customers by troubleshooting problems. You also assist customers with installation, maintenance and upgrading products.
- collecting and analysing customer feedback: as a customer service representative, you collect customer feedback for analysis. It allows you to follow up on customers and check if the remedies provided worked. The feedback helps you identify product improvement areas.
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work environment
Customer service representatives work in offices and at home, depending on the company and work hours. It's very common to telecommute in this type of position. The role requires working during normal business hours or busy times of the day when more customers contact the company with questions or complaints. When working in an office, some representatives meet with other teams to address issues that customers are experiencing to reduce further complaints. Some companies require customer service representatives to perform their jobs in call centres to ensure immediate access to supervisors.
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who are your colleagues?
Depending on the employer or industry, your colleagues may include call centre operators, customer service advisors, customer service administrators, service representative, first line support and counter service assistants. You also work in close proximity to field sales agents and marketing executives, as well as other specialists that could include sales managers, customer advisers, travel agents and accountants.
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work schedule
There are about the same number of customer service positions that are full-time and part-time. The typical work hours of a full-time customer service position are 9 am to 5 pm. Depending on the industry, you might work weekends or nights. Some customer service representatives have flexible work hours.
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job outlook
As a customer service representative, you have exciting opportunities for career progression. Since the position is entry-level, it is possible to progress to other business specialisms like account handling and sales. You can work in the sales department as a sales representative worker before moving to management. You can become a team leader if you want to progress in the customer service department. When you have extensive experience, you can become a customer service manager.
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advantages of finding a customer service representative job through randstad
Finding your customer service representative job through Randstad provides important advantages such as:
- a wide variety of training and development opportunities
- an experienced contact person to provide help if needed
- a range of opportunities in your area
- get paid weekly or monthly, depending on the job
- temporary and permanent contracts
Want a permanent contract? A temporary job as a customer service representative is often a stepping stone to an attractive permanent job. Every year, thousands of people earn a permanent contract with great employers thanks to a temporary job found through Randstad. What's more, many companies recruit their permanent employees through Randstad too!
education and skills
The educational path for becoming a customer service representative is:
- college course: you can become a customer service representative by taking a college course. Complete the Level 1 Certificate in customer service if you have two or fewer GCSEs in grades 3 to 1. Alternatively, do a Level 2 Certificate in contact centre operations, which requires 2 GCSEs in grades 9 to 3.
- apprenticeship: you can complete a customer service intermediate apprenticeship, which requires a few GCSEs, or pursue an advanced apprenticeship as a customer service specialist. You will have sufficient experience to get an entry-level position when you complete the apprenticeship.
customer service representative skills and competencies
As with many jobs, customer service representatives must be capable of working on computers and phones to create and update customer accounts. Beyond that, representatives must have the following skills and qualities:
- listening skills: attentiveness is a primary skill to ensure you are mindful of customers and can accommodate their needs. You have to remain empathetic and be willing to help customers feel listened to during the interaction. You must take time talking to customers and understand their queries to resolve the issues.
- patience: self-control is one of the most important skills of working in this role. You must remain calm when customers are upset. You also have to take responsibility on behalf of the company to ensure the customer is happy with the interaction.
- problem solver: you need problem-solving skills to ensure you can find ways to resolve issues efficiently. As a customer service representative, you should use a systematic approach and be detail-oriented when finding a solution. Employers expect people in this position to be creative and resourceful and go the extra mile to help customers.
- expecting and adapting to challenges: adaptability is another important trait when working as a customer service representative. Working daily with customers means you never know what to expect with the calls or messages you receive. Good customer service representatives send legitimate problems or complaints through the correct channels and relay information to the customer efficiently without becoming stressed or anxious. You must remain mentally flexible in responding to different people on various platforms, sometimes simultaneously.
FAQs about working as a customer service representative
Here are the most asked questions about working as a customer service representative.
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What does a customer service representative do?
A customer service representative handles a high number of incoming calls, emails, or messages each day and listens to the questions or concerns of customers. They have to have a high level of knowledge about the products or services to ensure they can give customers detailed and accurate information, and they also process orders or issue refunds. In some cases, the company may ask customer service representatives for any suggestions on how to improve customer satisfaction and avoid receiving as many complaints.
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What are the duties and responsibilities of a customer service representative?
Customer service representatives must track and record all interactions with customers and take the necessary steps to help each customer feel satisfied. Representatives are required to resolve any issues and answer customer questions.
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What are the skills of a customer service representative?
Customer service representatives must have excellent communication skills because of the high level of interaction with different types of customers each day. A customer service rep will thrive if they have emotional intelligence and the ability to use positive language. It's expected that you have persuasive speaking skills while also maintaining empathy towards those who are coming to you with a problem related to the company.
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What is a CSR position?
A CSR position is a role that requires supporting customers and acting as the middle man between the company and customers. You answer questions, respond to complaints, and work hard to ensure customers are happy with their purchases and the service they receive. You often communicate with customers via the phone, email, chat features, and on social media.
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What are 3 important qualities of customer service?
The three important qualities of customer service include professionalism, patience, and an attitude where people come first. These qualities allow the customers to feel more accommodated and ensures their needs are met.
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how do I apply for a customer service representative vacancy?
Applying for a customer service representative job is easy: create a Randstad profile and search our customer service representative job offers for vacancies in your area. Then simply send us your CV and cover letter. Need help with your application? Check out all our job search tips here!
