Customer Service Representative
Provide information or advice about products and services to customers.
What's it like to be a Customer Service Representative?
Customer Service Representatives interact with customers to give information or advice about a company’s products or services, handle requests and process orders.
Tasks and duties
- Answering inbound calls from customers.
- Making outbound calls to customers.
- Looking up information to help resolve customer queries.
- Logging tickets for jobs and escalating matters that can’t be resolved at the Customer Service Representative level.
- Entering data into Customer Relationship Management software.
- Meeting Key Performance Indicator targets, such as time on phone and time in queue.
- Responding to customer emails.
- Chatting to customers through an online chat portal.
- Processing orders, invoices and payments.
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Customer Service Representatives are required to have strong communication skills and are considered the “front line” of the company they work for, as they are most likely to be the first person a customer interacts with.
Fast learners, eager problem-solvers, savvy with technology and courteous at all times, Customer Service Representatives can make or break a customers’ impression of the company they are interacting with.
Salary lookup
What can I earn as a Customer Service Representative?
Find out the average salary for a Customer Service Representative across Australia
Latest Customer Service Representative jobs on SEEK
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How to become a Customer Service Representative
There’s no minimum qualification to become a Customer Service Representative, but it may be an advantage to have completed Year 10 or have relevant work experience.
- Develop your skills with administration software, such as MS Office, and your written and oral communication skills. You might also consider completing a Certificate III in Customer Engagement (BSB30215) or a Certificate IV in Customer Engagement (BSB40315) through TAFE or a Registered Training Organisation.
- If you’re looking to pursue a career in sales, administration or business, consider completing further study, such as a Bachelor of Business at university.
Explore related qualifications
SEEK users who have worked as a Customer Service Representative have studied these qualifications.
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Bachelor of Arts
This qualification gives you broad skills and knowledge in your chosen area of specialisation to get you started in your career.
Bachelor of Science
Develop broad skills in science to prepare for opportunities in a range of industries with this qualification.
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Skills and experience employers are looking for
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Customer ServiceContact Centre ServicesPhone EtiquetteComputer LiteracyMultitaskingMicrosoft OfficeData EntryResilienceProblem SolvingCommunication SkillsSkills listed in your SEEK Profile
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Source: SEEK job ads and SEEK Profile data
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Is Customer Service Representative the right role for me?
How do Customer Service Representatives rate their role?
Average ratings calculated from 157 Customer Service Representatives surveyed on SEEK
Work-life balance
3.9
Job satisfaction
3.7
Career progression opportunities
3.4
Job security
3.7
Pay / Salary
3.4
Variety of work
3.6
Job market trends for Customer Service Representatives
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Job opportunities
Customer Service Representative jobs on SEEK
4,592
Jobs on SEEK right now
Source: SEEK
Projected job growth
National increase over next 5 years
2020
2025
Source: LMIP. Call or Contact Centre Workers
Source: SEEK job ads and SEEK Role Reviews
Latest Customer Service Representative reviews
Latest reviews from 146 Customer Service Representatives surveyed on SEEK
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Positive
Negative
You know what they say- everyone should work in Customer Service for at least a year...
Reviewer's Qualification
Bachelor of Media and Communication
Experience
5 – 9 years
Organisation size
Medium (20-199 employees)
Specialisation
Media Post Productions
The good things
You know what they say- everybody should work in a Customer Service role for a year...
Good things:
-Feeling of achievement and helping others;
-Less stress (depending on the organisation’s cultur...
The challenges
-Dealing with people could be hard, when they are unreasonable and mean. Doing this on a daily basis might strain you if you’re not resilient and are affected by others easily;
-It could be repetitive...
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The general public are a force to be recognised and find connections build bridges everyday. Believe in what you do if you can’t then keep looking until you do
Reviewer's Qualification
Certificate IV in Workplace Trainer
Experience
Less than a year
Organisation size
Small (1-19 employees)
Specialisation
Transport
The good things
I love seeing the public everyday and helping them either directly or with advise on how to get help.
The challenges
Not everyone can be treated the same you cannot know what is in their mind so you must be able to read people and listen. Then engage accordingly, knowing you cannot always please everybody.
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Source: SEEK Role Reviews
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Source: SEEK job ads and SEEK Profile data