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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.

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.

What can I earn as a Customer Service Representative?

All
NSW
VIC
WA
QLD
TAS
SA
NT
ACT
The most common salary for a Customer Service Representative is between $50k and $60k
Source: SEEK job ads

How to become a Customer Service Representative

SEEK Learning
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.
  1. 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.
  2. 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 customer service qualifications

Develop your ability to provide excellent customer service with a nationally-recognised qualification.

3 institutions offering this qualification
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1 institutions offering this qualification
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Source: SEEK job ads and SEEK Profile data

How do Customer Service Representatives rate their role?

Latest reviews from 9 Customer Service Representatives surveyed on SEEK

Work-life balance
4.1
Job satisfaction
3.8
Career progression opportunities
3.4
Job security
4.0
Pay / Salary
3.6
Variety of work
3.8

Latest reviews

All
Positive
Negative
Nov 2018
Reviewer's Qualification
Certificate III in Business
Experience
1 – 4 years
Organisation size
Large (200+ employees)
Specialisation
Call centre
The good things
This is a great entry level role for any career path. You learn how to deal with people and resolve issues.
The challenges
Dealing with abusive or difficult customers can be draining however this reaches you patience.
Nov 2018
Reviewer's Qualification
Bachelor of business
Experience
1 – 4 years
Organisation size
Large (200+ employees)
Specialisation
Banking
The good things
You feel empowered by helping people. It is important that u have patience and love to talk to ppl from different background.
The challenges
You will always get people who is not happy about sth, it’s hard not to take it personally sometimes.
Nov 2018
Reviewer's Qualification
None
Experience
5 – 9 years
Organisation size
Small (1-19 employees)
Specialisation
Customer Service
The good things
I loved my role of a customer service representative as I could interact with so many different people. For me the satisfaction I got from my role was being able to create a unique experience for ever...
The challenges
There will always be challenges in any role you undertake in the workforce. For me though I'd have to say every now and then you would get those few difficult customers who may not be so friendly or b...
Nov 2018
Reviewer's Qualification
Year 12
Experience
1 – 4 years
Organisation size
Small (1-19 employees)
Specialisation
Customer service, banking
The good things
This is the amazing platform where you get to interact with diverse cultural groups and touch the life of people in various ways . I have been able to maintain long term relationships with my custome...
The challenges
Dealing with difficult customers is challenging but my positive positive attitude and excellent communicaion skills has helped me to diffuse any difficult situations.
Nov 2018
Reviewer's Qualification
Achievement Certificate Year 10
Experience
1 – 4 years
Organisation size
Large (200+ employees)
Specialisation
Front End Registers
The good things
Enjoy everyday interacting with customers and team members and by helping and caring about customer needs.
The challenges
Working on registers can be a challenge when you have a not so happy customer, its rewarding when you can help them out with their problem, but most customers are friendly and engaging.
Nov 2018
Reviewer's Qualification
Certificate IV in Travel and Tourism
Experience
1 – 4 years
Organisation size
Small (1-19 employees)
The good things
Depending on what industry and company you work for there definitely is a good work balance
The challenges
Be prepared for any challenges that may arise because no day is the same as the next
Nov 2018
Reviewer's Qualification
None
Experience
1 – 4 years
Organisation size
Small (1-19 employees)
The good things
Meeting lots of new people, working together with a small close knit team towards goals (NPS & SORPD). Working in two different locations on a rotating roster giving a bit of job variety. Some days ar...
The challenges
The language barrier between international customers can be very frustrating for all. I recommend Google translate immensely. If you are in a regional location with capped KM customers will always be ...
Nov 2018
Reviewer's Qualification
Ceriticate 3
Experience
1 – 4 years
Organisation size
Large (200+ employees)
Specialisation
Customer Service
The good things
Working in customer service is rewarding because you get the chance to help someone even if it’s just a small aspect of their life. It’s nice to be appreciated and thanked once you’ve assisted a custo...
The challenges
Obviously with customer service there is good with the bad. Sometimes customer can be irate but taking the time to listen is literally sometimes all it takes to diffuse a situation. Remember not to sp...
Nov 2018
Reviewer's Qualification
Diploma of Business
Experience
5 – 9 years
Organisation size
Small (1-19 employees)
Specialisation
Real estate
The good things
You learn a lot and get to meet new people. I love customer service for this reason. Interacting and helping others
The challenges
Language barriers are a difficult part in customer service
Source: SEEK Role Reviews

Working hours for Customer Service Representatives

Overtime
Weekends
Shift work
Late nights
Often
Sometimes
Never
Source: SEEK Role Reviews from 9 Customer Service Representatives

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