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?
How to become a Customer Service Representative
- 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.