Customer Service Representative

Job Description

A Customer Service representative represents the company in a frontline, first point of contact role.  They interact with customers to give information or advice about a company’s products or services, handle requests, process orders or direct enquiries to another team member or department, while following company policies, guidelines, and procedures.  They assist customers with their enquiries, providing detailed information about products and services, and resolve any issues.  Customer Service Representatives are approachable, friendly, pleasant, patient, and calm and after frequently required to follow up and conduct after-sales support and service.  They are excellent communicators and display excellent interpersonal skills.  A Customer Service Representative handles large volume calls and enquiries which may come via email and online and is often allocated set quotas.  Their actions impact on sales for the business therefore growing long term relationships is imperative to achieve the desired outcome.

Qualifications

There are no formal qualifications required to become a Customer Service Representative, but it would be advantageous to have completed secondary education and present with some customer service experience which can come from a variety of roles.

Develop your skills with administration software, such as MS Office, and your written and verbal communication skills. You might also consider completing training in customer engagement, customer relations or conflict resolution through TAFE or a Registered Training Organisation.

If you are looking to pursue a career in sales, a career in customer relations is a great start, however further qualifications and experience may be required.  Consider courses in administration or business.

Attributes

  • Approachable
  • Articulate
  • Autonomous
  • Communicator
  • Confident
  • Conversational
  • Customer-orientated
  • Detail Orientated
  • Enthusiastic
  • Friendly
  • Interpersonal
  • Organised
  • People Person
  • Perceptive
  • Polite
  • Problem Solver
  • Punctual
  • Receptive
  • Self-motivated
  • Welcoming

Key Skills

  • Administration
  • Confidentiality 
  • Communication - verbal and written 
  • Communication - email, online, fax, mail
  • Complaints Management 
  • Computer Operations
  • Confidentiality
  • Customer Service 
  • Customer Enquiries 
  • Delivering Information 
  • Diary Management
  • Document Preparation 
  • Keyboarding / Data Entry 
  • Office Equipment Operation 
  • Proofreading
  • Records Management 
  • Research
  • Switchboard Operations

Future Prospects

Experience and a successful track record are primary requirements for advancement in a customer service career path. Once you’ve proven your value as a first point of contact for customers, you’ll have the foundation to build a successful career in customer service.

Career advancement in this field can lead to other roles such as: