What is a Customer Service Representative?

Customer service representatives demand is escalating, and this has currently become one of the most exciting jobs especially in a work from home set up. According to Flexjobs, a rising number of businesses are seeking to hire remote customer service representatives, and the job is expected to grow by 18% by the end of the year.

Whether you want to work from home or simply want to be a “customer service representative”, these tips will guide you find your next virtual job. Working as a virtual customer service can be very challenging, but with the right attitude, you can succeed in this role regardless of where you are.

What is a Customer Service Representative?

A customer service representative supports customers by providing helpful information, answering inquiries, and address issues and resolve them in a timely and efficient manner.. They’re the front line of support for clients and customers and they help ensure customers satisfaction with the products or services provided. If you enjoy helping people, a job as a customer service representative could be a good fit. In this role, you'll find career opportunities in almost every industry, ranging from brick-and-mortar retail stores to call centers to your own living room.

What does a Customer Service Representative do?

As a customer service representative, your main job is to serve customers. Your primary tasks may include communicating with customers in person, by phone, or by computer via chat or email. Specific duties will vary depending on the company and industry where you work, but they may include:

Responding promptly to customer inquiries about the company, products, or services
Acknowledging and Resolving customer complaints
Directing customers to the right department
Processing orders or payments
Updating customer’s accounts
Handling returns and exchanges
Addressing billing concerns
Keeping records of customer interactions, transactions, comments, and complaints.
Selling products and services

Customer Service Representative In Different Platforms — Customer Service Representative Responsibilities

What makes a good Customer Service Representative?

Customer Service Representatives must be well-versed in having conversations with customers, exhibit good product/service knowledge, and always optimistic. Here are some of the skills that every support agent should possess.

Communication skills. Should be pleasant and empathetic while they’re interacting with customers.
Competent technical knowledge . Well versed with the product and is familiar with the latest technologies in customer support.
Ability to multitask. Must be able to multitask seamlessly in a way that their time and energy is divided optimally.
Attention to detail. Customer service issues are unpredictable and therefore, need to be tackled in an organized and detail-oriented way and ensure there are no lapses in communication.
Ability to honor deadlines. All assigned tasks must be done within the given time frame.
A proactive approach to support. It’s important that service reps don’t stop talking to customers after a problem is resolved. They can also take the liberty to proactively communicate with customers and find out if it’s been a smooth sail for them with regards to the product and if they have any feedback they’d like to share.