Customer Service

Customer Service Representatives help ensure that customers are satisfied with products, services, and features by providing helpful information, responding to complaints, and processing orders.

Top Skills and Abilities:

Analytical and problem-solving skills
Ability to answer a high volume of calls and/or emails daily
Extensive knowledge of their company’s products
Multitasking and organizational skills
Active Listening
Excellent written and verbal communication

Top 3 Tasks:

Communicating with customers through various channels to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
Acknowledging and resolving customer complaints and checking to ensure that appropriate changes were made to resolve customers' problems.
Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.

Overview

A Customer Service Representative, or Customer Help Representative, acts as a liaison for new and existing customers. Their duties include providing basic or scripted information in response to routine inquiries about products and services.

Specific duties of customer service representatives vary by industry but generally include answering phone calls and emails, responding to customer questions and complaints, and walking customers through basic troubleshooting or setup processes and providing discounts, free products, or additional services to preserve customer loyalty.