Customer Service Assistant Job Description: Top Duties and Requirements

A Customer Service Assistant, or Customer Support Assistant, provides assistance and information to customers. They ensure that customers get the help they need. Proper communication is essential to answer queries, handle complaints, and collect overdue payments.

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Customer Service Assistant duties and responsibilities 

The functions and duties of a Customer Service Assistant are vital to how customers perceive an organization. Some of the duties and responsibilities of the role include:

  • Sharing information with customers on products and services such as prices and deals
  • Demonstrating products and services to customers
  • Answering customer queries and providing information
  • Responding to complaints when customers experience problems
  • Processing orders and returns
  • Documenting customer interactions
  • Using relationship management software to create client records and to manage support tickets, record issues, and resolutions

What does a Customer Service Assistant do?

A Customer Service Assistant works online, behind a service desk, or on the telephone. They are the first point of contact between a customer and a business. Their work consists of various tasks such as providing information on a service or a product, and handling complaints. This is a job centred around customers, and requires excellent customer service and communication skills.

Customer Service Assistant skills and qualifications

The best Customer Service Assistants are friendly and enthusiastic when it comes to helping customers. Their communication should convey patience, empathy, and passion. This should be accompanied by attention to detail, to make their services exceptional. Customer Service Assistant skills and qualifications also include:

  • Communication skills including written and verbal communication
  • Customer service skills including patience and positivity
  • Excellent computer skills to record, process, and use information to provide assistance to customers
  • CRM mastery to enable documentation of all client interactions including tracking their tickets
  • Empathy skills to understand customer concerns and address them satisfactorily
  • Problem-solving skills to ensure complaints are assessed in a manner that is satisfactory for the customer and the company

Customer Service Assistant experience requirements 

Most Customer Service Assistant jobs are entry-level positions that don’t require any specific experience. However, for positions that require prior experience, candidates should have one to two years of experience in a customer-facing role. Candidates should be able to demonstrate experience in providing excellent customer service in a previous role and also relevant experience in using computer systems for handling customer data. For certain industries, such as finance, Customer Service Assistant jobs may require candidates to have industry-specific experience in a previous role. 

Customer Service education and training requirements 

Customer Service Assistant candidates should generally have a high school diploma. Candidates with additional certifications such as the Certificate in Principles of Customer Service or the Certificate in Online Customer Service will be at an advantage. These certifications give the candidate the knowledge needed to the job effectively at an entry level. Typically, candidates without these qualifications can qualify for the job if they can demonstrate equivalent experience in a similar role. On-the-job training is usually provided to Customer Service Assistants so successful candidates will be able to integrate into the role easily. 

Customer Service Assistant salary expectation 

According to Indeed Salaries, average pay for a Customer Service Assistant in Canada is $16.44 per hour. Earnings can vary depending on experience, location, industry, and the hiring company.

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Customer Service Assistant FAQs

What sort of businesses hire Customer Service Assistants?

Customer Service Assistants can work in different companies such as call centres, insurance companies, retail stores, collection agencies and financial centres. Some Customer Service Assistant jobs involve face-to-face interactions while others such as Contact Centres Attendants don’t. Those working in departments such the IT help desk employ the use of email and other online tools to engage customers.

Who does a Customer Service Assistant report to?

Customer Service Assistants report to the Customer Service Manager and may also report to departmental managers if they work in a specific department of the business. They hand in weekly reports and also contact a supervisor when dealing with complex customer issues.

What qualities make a good Customer Service Assistant?

A good Customer Service Assistant has conflict resolution abilities. They should know when to talk, the tone to use, and how to be neutral, among many other conflict resolution tips. Additionally, successful Customer Service Assistants are resilient. 

Customer service is all about people; people can become difficult hence the need for a positive attitude no matter the situation. Being able to bounce back from a difficult customer ensures that a bad attitude does not give new customers a bad experience. Finally, they should always apply company policies to the best of their ability, even if it means that the customer doesn’t get what they want.

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