what is a service representative?
A service representative answers clients' questions, responds to complaints, and offers helpful information concerning the company. If you opt for this career, be prepared to respond to customer phone calls and emails. Some service representatives also interact face-to-face, live chat or communicate through social media with customers. Service representatives work in various industries, including telecommunications, hospitality, finance, e-commerce and retail.
As a service representative, you are the first point of contact that customers make with a company. Customer service is an essential factor in brand loyalty, and your job is to build relationships with customers. Your company relies on you to provide quality assistance to all clients who use its products and services. You should present yourself as an expert by solving issues promptly and correctly. While interacting with the customers, you should maintain a positive attitude in your tone and language.
Would working as a service representative suit your ability to have good conversations and interact with customers? Then read on to find out what competencies and qualifications you need to thrive in a service representative role.
service representative jobsaverage service representative salary
According to ONS, the median compensation package of service representatives is £22,002 per year or an hourly rate of £11.28. The entry-level salary is £20,828 annually. The most experienced service representatives take home over £27,500 per year.
factors that affect service representatives' pay
Your compensation package varies based on the years spent in the profession and your level of education. You start with a lower salary when you are an entry-level worker with less than a year of experience. Your earnings increase in line with your experience. Improving your educational qualifications also boosts your salary prospects.
The company size and industry may also affect your pay. For instance, working as a service representative in the telecommunications or IT industries attracts a higher salary than in retail or utility companies. Small companies pay lower hourly rates compared with big companies. Your geographical location also influences your pay since big cities with a higher demand for service representatives pay better salaries than small towns.
types of service representatives
The types of service representatives depend on the services they offer. Some include:
- email service representatives: as an email service representative, you respond to customer inquiries through email. You provide support by answering questions and responding to inquiries. Sometimes, you guide customers through the purchase process.
- live chat service representatives: as a live chat service rep, you reach out to customers through live chat support. You handle text-based conversations through the live chat software on the company's website or social media pages. Your job is to provide additional information in response to customer inquiries.
- call centre agents: as a service representative working in call centres, you receive phone calls from clients. You guide them through troubleshooting or the purchase process.
working as a service representative
Working as a service representative provides unique challenges and experiences. Here are the duties and career expectations for the role.
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service representative job description
The specific duties of a service representative include:
- answering questions about the company: as a service representative, you answer customers' questions concerning the products and services of your company. When dealing with new customers, you provide introductory information about the company. You play a vital role in brand marketing; if there are special offers, you mention them when engaging with customers. You also introduce related products and services to interested customers.
- processing orders: as a service rep, you receive orders, process them and handle cancellations, product returns and exchanges. You are likely to start with these tasks at entry level, which creates an excellent opportunity for career development. You should always ensure that order processing and transactions run smoothly and on time.
- analysing customer feedback: besides offering solutions, you follow up with customers to see if they feel satisfied. During these interactions, you should take note of the clients' suggestions and recommendations. Your job is to respond to customers' reviews concerning your products and services. Negative reviews drive away prospective customers, so you should attempt to turn negative responses into positive customer experiences.
- providing proactive customer outreach: service representatives offer customer support before they ask for it. They initiate conversations through proactive chats to inquire whether the customers need any help. Your duties may include engaging customers through social media and monitoring brand mentions.
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work environment
As a service representative, you work in an office, either at a help desk or with a service desk analyst, depending on the company. Expect to have a computer, headphones and telephone. If you land a job in a call centre, you spend most of your time in a cubicle or workstation. Call centres are crowded and noisy, and you have little time between calls.
On the other hand, at a help desk, customers contact you via phone or mail. In this environment, prepare to spend more time on your feet assisting customers in person. The main challenge while working at a help desk is dealing with angry or demanding customers. It's also possible to work from home.
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who are your colleagues?
Depending on your business sector, your colleagues might include helpdesk support agents, customer support representatives, customer service representatives, travel agents and service managers. You may also work alongside sales executives and sales representatives, as well as other specialists like marketing executives, customer service agents, customer service advisors, and account managers.
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work schedule
As a service representative, you work full-time or part-time. If you work for a company with traditional operating hours, you will work from 9 am to 5 pm. However, some companies remain open 24 hours a day, meaning you may work early morning, evening or late-night shifts. Most service representatives work an average of 40 hours a week, which can vary based on the business's hours of operation. At times, you work overtime during the weekends and some holidays. This occupation best suits people who adapt easily to flexible work schedules. Some industries also offer seasonal job opportunities for service representatives during peak seasons.
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job outlook
Service representatives are usually entry-level positions that prepare you for roles in customer service, sales and marketing departments. If you want to pursue a career in customer service, you could become a customer service supervisor or service manager. Some service representatives move into sales and become sales representatives or executives. Others become account managers or marketing managers.
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advantages of finding a service representative job through randstad
Finding your 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 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
Becoming a service representative doesn't require additional educational qualifications. You can join the role if you have a background in sales or marketing. If you complete your GCSEs and pursue post-secondary education, you improve your competitiveness. It also helps to understand customer relationship management (CRM) software, although most employers provide on-the-job training.
service representative skills and competencies
Some of the qualities of a service representative include:
- communication skills: you should be pleasant when interacting with customers. Good communication skills help you develop empathetic and listening skills. Understanding what the customer wants and having the patience to handle complaints professionally are important qualities.
- technical knowledge: as a service representative, your job involves managing customer accounts to keep track of their orders and deliveries. Apart from being familiar with the product's technical features, you use your computer skills to operate the customer relationship management software.
- ability to multi-task: as a service representative, you juggle multiple responsibilities. Being able to multi-task allows you to handle various customer problems promptly.
- attention to detail: it is essential to handle customer issues in an organised manner. Customer service issues are unpredictable, and you will likely miss some tasks without attention to detail. Ensure you double-check and try any solutions before suggesting them to your customers.
- proactiveness: it is crucial to build good customer relationships. Being proactive helps you take the initiative to contact customers and determine if their problems are resolved. You should also seek feedback from customers after resolving their issues.
FAQs
FAQs about working as a service representative
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what does a service representative do?
A service representative provides helpful information to customers about an organisation, responds to complaints, addresses emergency issues and answers clients' questions. They also offer sales services, but their primary role is to ensure that customers feel satisfied with an organisation's products and services.
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what are the duties of a customer service representative?
The primary duty of a customer service representative is to build a positive relationship between the company and its customers through interactive communication. They resolve customer issues via phone calls, email or social media. Service representatives also help place orders and record customer interactions and comments.
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what's the meaning of a customer service representative?
A customer service representative is a person who works in a call centre or at a help desk to assist customers when they have issues. Customer service representatives play a vital role in influencing customers' experiences.
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how do I get a job as a customer service representative?
To qualify for a customer service representative position, you should finish your GCSEs. Develop your customer service skills by enrolling in volunteer services or pursuing further education.
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what are the three important qualities of customer service?
The essential qualities for a customer service representative are professionalism, patience and a people-first attitude. It's necessary to stay calm and collected even when the customer gets upset about a product or experience. Remember that every person is different, so be flexible, empathise and connect with customers.
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how do I apply for a service representative vacancy?
Applying for a service representative job is easy: create a Randstad profile and search our service representative job offers. Then simply send us your CV and cover letter. Need help with your application? Check out all our job search tips here!
