A customer service representative (CSR) is a company's primary point of contact with customers, acting as a liaison between the two. They provide support by answering questions, resolving complaints, and helping customers have a positive experience with the company. CSRs may interact with customers via phone, email, chat, or social media.
Here are some responsibilities of a CSR:
Answering questions
Provide information about products and services, and answer customer questions about the company
Resolving complaints
Investigate complaints, determine the cause, and select and explain solutions
Handling other issues
Direct customers to the right department, take orders, process payments, make changes to accounts, handle returns and exchanges, and address billing concerns
Keeping records
Maintain records of customer interactions and log key account information
CSRs should have excellent communication, problem-solving, and time management skills. They should also be knowledgeable about the company's products and services, and be able to remain calm and professional, even when dealing with difficult customers. Some other skills that are useful for CSRs include empathy, adaptability, efficiency, and relationship building.
