Customer Service Representative Job Description: Top Duties and Qualifications

A Customer Service Representative, or Customer Service Associate, is someone who is hired to help customers with questions, complaints, concerns, or any issues that they might have with a product or service. 

 

Build a Job Description

What does a Customer Service Representative do?

The role of a Customer Service Representative is to help customers understand the products and services being offered by a company. They answer inquiries by phone, e-mail, web chat, or social media. A Customer Service Representative also handles concerns, complaints, or other issues. Their job is to help ensure customer satisfaction. Customer Service Representatives also help promote continued customer interest in the company’s products or services. 

 

Build a Job Description

Customer Service Representative Job Description Examples:

 

Example 1

Ground Service Agent - YQB Jean Lesage International Airport Summary: Ground services officers (GSA) are responsible for facilitating the turnaround of aircraft (arrivals and departures). The GSA, under the direction of the LGSA steers the planes into the gate, load, unload and sort all baggage and cargo, de-icing the aircraft, servicing the lavatories, filling the aircraft's portable water supply, and steer the plane while pushing back the door. Responsibilities of the Position Ensure the health and safety of the ramp at all times. Assist in setting up the ramp and storing equipment and luggage. Actively participate in the Safety Management System (SMS). Assembling an aircraft on the ramp, includes steering, assisting, and parking all arriving, departing, and towed aircraft. Responsible for courteous, prompt, accurate, and careful handling of customers' baggage and air cargo (if applicable), including loading and unloading of aircraft, sorting, and transfer of baggage on carousels. Perform aircraft maintenance as needed, [website] aircraft toilets, drinking water refills, cabin grooming, and de-icing. Observe safe ground handling procedures and maintenance of ground service equipment, including performing equipment checks. Comply with all security procedures and airline policies. Communicate continuously with the flight crew and other ground personnel. Actively participate in SA's Safety Management System (SMS), including reporting hazards and incidents encountered in day-to-day operations. Understand, respect, and promote the company's security policy. Participate in training to understand, implement and maintain all quality objectives as stated in our quality management system to ensure delivery of desired levels of operational safety and security. All employees are responsible for quality control in their own activities. Cooperate fully with inspectors to achieve quality inspection commitment. Perform other tasks as needed. Requirements Be legally authorized to work in Canada. Have a valid driver's license. Ability to work permanently in Canada. Get a clear criminal record. Ability to obtain the necessary security clearances for the airport and/or Transport Canada. Must be able to lift/push/pull up to 50 lbs (23 kg) on a regular basis. Ability to work nights, weekends, holidays, and flexible hours. Must pass training and recertification programs. Basic skills Able to work effectively in a team and independently. Operate ground service equipment in a safe and respectful manner. Able to work well under pressure and meet deadlines. Attention to detail in all areas of work. Strong work ethic and positive team attitude.

Example 2

Job Description: We are Canada Life Being a part of Canada Life means you have a voice. This is a place where your unique background, perspectives and talents are valued, and shape our future success. You can be your best here. You’re part of a diverse and inclusive workplace where your career and well-being are championed. You’ll have the opportunity to excel in your way, finding new and better ways to deliver exceptional customer and advisor experiences. Together, as part of a great team, you’ll deliver on our shared purpose to improve the well-being of Canadians. It’s our driving force. Become part of a strong and successful company that’s trusted by millions of Canadians to do the right thing. Be your best at Canada Life. We are looking for a Customer Service Specialist Group Retirement Services (GRS) Administration provides administration services for a variety of group products, including RRSP, RPP, DPSP, TFSA, Investment Only and various non-registered plan types. In this role you’ll contribute to the effective record-keeping and reporting for GRS customers. You must become proficient with the Group Pension Administration System (GPAS) and GRS processes. What you will do Handling plan and member maintenance on GPAS, including data updates, financial transactions and reporting Handling various inquiries, telephone calls etc. from multiple audiences The daily management of a block of business Fostering relationships with plan administrators, brokers, advisors and plan members Handling sensitive and complex issues in a timely and accurate manner Based on your assignment within GRS you will be specifically accountable for one or more of the following: Standard and customized client reporting, including the completion of Annual Information Returns and responding to inquiries from external auditors End to end daily administration (including contribution processing, investment fund changes, payment of member benefits, basic reporting and supporting advisors and plan administrators) What you will bring Knowledge of arrangements and/or GRS business processes a definite asset Knowledge of rules and regulations as they relate to GRS products an asset Customer service focused with a positive can do attitude Strong communication skills - both written and verbal Organized and able to work in a dynamic and changing environment Strong interpersonal skills with the ability to work independently and as part of a larger team Self-motivated with an ability to effectively multi-task and meet tight deadlines Ability and desire to produce quality work Bilingual English-French is an asset Fluency in Microsoft Office tools including Word and Outlook, proficient in Excel Post-secondary education is an asset Be your best at Canada Life- Apply today We are one of Canada's top 100 employers! Canada Life serves the financial security needs of more than 13 million people across Canada, with additional operations in Europe and the United States. As members of the Power Financial Corporation group of companies, we’re one of Canada’s leading insurers with interests in life insurance, health insurance, investment and retirement savings. We offer a broad portfolio of financial and benefit plan solutions for individuals, families, businesses and organizations. We are committed to providing an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live, and to creating an environment where every employee has the opportunity to reach their potential. Canada Life would like to thank all applicants, however only those who qualify for an interview will be contacted

Example 3

Job Description: We are Canada Life Being a part of Canada Life means you have a voice. This is a place where your unique background, perspectives and talents are valued, and shape our future success. You can be your best here. You’re part of a diverse and inclusive workplace where your career and well-being are championed. You’ll have the opportunity to excel in your way, finding new and better ways to deliver exceptional customer and advisor experiences. Together, as part of a great team, you’ll deliver on our shared purpose to improve the well-being of Canadians. It’s our driving force. Become part of a strong and successful company that’s trusted by millions of Canadians to do the right thing. Be your best at Canada Life. We are looking for a Customer Service Specialist Group Retirement Services (GRS) Administration provides administration services for a variety of group products, including RRSP, RPP, DPSP, TFSA, Investment Only and various non-registered plan types. In this role you’ll contribute to the effective record-keeping and reporting for GRS customers. You must become proficient with the Group Pension Administration System (GPAS) and GRS processes. What you will do Handling plan and member maintenance on GPAS, including data updates, financial transactions and reporting Handling various inquiries, telephone calls etc. from multiple audiences The daily management of a block of business Fostering relationships with plan administrators, brokers, advisors and plan members Handling sensitive and complex issues in a timely and accurate manner Based on your assignment within GRS you will be specifically accountable for one or more of the following: Standard and customized client reporting, including the completion of Annual Information Returns and responding to inquiries from external auditors End to end daily administration (including contribution processing, investment fund changes, payment of member benefits, basic reporting and supporting advisors and plan administrators) What you will bring Knowledge of arrangements and/or GRS business processes a definite asset Knowledge of rules and regulations as they relate to GRS products an asset Customer service focused with a positive can do attitude Strong communication skills - both written and verbal Organized and able to work in a dynamic and changing environment Strong interpersonal skills with the ability to work independently and as part of a larger team Self-motivated with an ability to effectively multi-task and meet tight deadlines Ability and desire to produce quality work Bilingual English-French is an asset Fluency in Microsoft Office tools including Word and Outlook, proficient in Excel Post secondary education is an asset Be your best at Canada Life- Apply today We are one of Canada's top 100 employers! Canada Life serves the financial security needs of more than 13 million people across Canada, with additional operations in Europe and the United States. As members of the Power Financial Corporation group of companies, we’re one of Canada’s leading insurers with interests in life insurance, health insurance, investment and retirement savings. We offer a broad portfolio of financial and benefit plan solutions for individuals, families, businesses and organizations. We are committed to providing an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live, and to creating an environment where every employee has the opportunity to reach their potential. Canada Life would like to thank all applicants, however only those who qualify for an interview will be contacted

Example 4

Job description At SYKES, we help people one caring interaction at a time - that includes you! Join us as a Remote Customer Service Representative in Canada to answer questions and provide solutions to customers from the safety & comfort of your own home. Begin a remote-based career with a team that pioneered work-at-home more than 20 years ago and represents many of the world's most recognized brands. In this position, you will: Enjoy fast-paced days full of problem-solving and connecting with customers by phone via inbound calls Deliver first class customer experiences answering questions, troubleshooting issues, and providing information in response to concerns and requests Educate customers on current product features, service offerings, billing, charges, and overall product value Offer alternative solutions when appropriate with the objective of retaining customers' business. Work with us and you'll enjoy: Full-Time, 40 hour/week schedule 100% paid training Full benefits package including medical, dental, vision, and life insurance Opportunities for advancement and professional development Personal benefits of working from home including saving time, money, and the environment. Please add [email address] to your accepted senders once you apply. This position is eligible for a Bonus of $650. Required qualifications, skills and experience Apply with us, if you possess: A high school diploma or GED and are at least 18 years old The ability to connect with customers with empathy & offer helpful solution Excellent listening & communication skills, both written and verbal A passion for helping those in need Basic PC navigation skills, including basic search engine experience, browser navigation, typing in URL's, completing forms online, etc. Ability to work evening and weekend shifts Able to provide a stand-alone monitor, USB corded headset and a quiet, and distraction-free home workspace (we'll provide the rest!) About SYKES SYKESHome provides remote jobs within the footprint of a global company, a team of more than 55,000 employees serving major brands around the world. Recently, SYKESHome was named #8 on the list of the Top 100 Companies for Remote Jobs (to work for) by Flex Jobs. Working with SYKESHome offers a flexible, commute-free alternate to a traditional job. The SYKESHome team provides world-class training, benefits, and growth opportunities to help their associates become the best in the industry. So, what are you waiting for? Answer the call! Apply now to start your journey to a new, exciting career with SYKESHome! EEO statement

Customer Service Representative duties and responsibilities

When writing a job description for a Customer Service Representative, it’s important to consider the main duties required as it relates to the company’s business and industry. It is also important to be specific when stating the responsibilities that come with the job. Here are important duties for the job and responsibilities needed to excel for a Customer Service Representative: 

  • Handle customer complaints by providing solutions, often within a time limit to ensure the customer is satisfied.
  • Learn to identify customer needs or desires in order to recommend the appropriate product or service.
  • Learn the software systems used by the company to be able to communicate effectively with incoming inquiries.
  • Keep a record of incoming inquiries to be able to reference at a later date.
  • Be able to process orders, forms, applications, or requests.
  • Work with colleagues when necessary to resolve customer complaints.
  • Provide feedback to other departments to help improve sales, marketing, and business processes.
  • Learn about the products inside and out to be able to answer any questions from customers.

 

Customer Service Representative skills and qualifications

After considering what the most important job functionalities are for a Customer Service Representative, follow up with the skills and qualifications required to perform those jobs. A successful Customer Service Representative candidate will have various prerequisite skills and qualifications needed for the duties of this job. Some examples of the skills used in a Customer Service Representative role include: 

  • Communication skills like a pleasant demeanor and ability to work with multiple personalities
  • Attention to detail to be able to provide written communication to customers that free of spelling or grammatical errors
  • Patience to be able to stay calm in an intense environment
  • Ability to multitask since some tasks will require a Customer Service Representative to communicate with multiple customers at one time 
  • Strong organizational skills to be able to keep up with various customer needs and conduct follow-ups in a timely manner
  • Adaptability and flexibility in order to deal with different customers and needs in a short period of time
  • Leadership skills like being able to help lead or manage a team of other Customer Service Representatives

 

Customer Service Representative experience requirements 

It is typical to hire a Customer Service Representative with two to three years of experience. Large organizations may prefer someone who has worked in the industry longer. It is also possible to hire someone with no experience for this job if training is available. 

 

Customer Service Representative education and training requirements

Many Customer Service Representative job postings require at least a high school diploma. Some employers will ask for higher training such as a university or college degree. When asking for higher education requirements, a general bachelor’s degree will suffice. 

 

Customer Service Representative salary expectations

According to Indeed salaries, the average salary for a Customer Service Representative is $16.23 per hour. The salary can fluctuate depending on experience, location or the company that is hiring. 

 

Job description samples for similar positions

If a Customer Service Representative isn’t quite what you are looking for, other related job positions include:

 

Ready to Hire? Build a Job Description

Customer Service Representative job description FAQs

 

What is the difference between a Call Center Representative and a Customer Service Representative?

Both jobs may attend to a customer inquiry over the phone. In addition, a Customer Service Representative also utilizes other forms of communication to attend to customers. These include e-mail, website chat, or social media. Therefore, they must possess good writing skills. 

 

How can you make your Customer Service Representative job description stand out?

One way to make your Customer Service Representative job description stand out is to describe incentives for the role. This may include cash bonuses or extra vacation days. Another way to make a Customer Service Representative job description stand out is to provide details about your products and services so the applicant can better understand the organization and items they will be representing. 

 

What should you look for in a Customer Service Representative resume?

When looking at resumes for a Customer Service Representative, pay special attention to the previous work experience. Hiring someone who is already familiar with customer relations can be beneficial. The job applicant should also be able to showcase the required soft skills on their resume.

Job Description Examples

Need help writing a job description for a specific role? Use these job description examples to create your next great job posting. Or if you’re ready to hire, post your job on Indeed.

No search results found