Customer Service representatives deal directly with customers by listening to and responding to their questions and complaints. Depending on the type of industry the customer service representatives work in, their roles may vary. Those that work in banks may help customers with their account information, those that work in insurance will inform customers about various packages and policies and those in retail may help customers find or return items. Most customer service representatives communicate over the phone but may also include face-to-face meets, live chat support and email support. Customer Service representatives are therefore required to be able to communicate effectively in a professional manner for long periods of time.
Customer Service representatives generally carry out the following duties:
Respond to customer queries and complaints
Inform customers about products or services
Make updates to customer account information; track and record all transactions accurately
Employers usually require a high school diploma or equivalent. Basic on-the-job training is provided to make sure that the procedures are understood. Customer Service Representatives are also required to be computer literate.
In order to test Customer Service representatives effectively, employers usually administer the Customer Service Personality test which evaluates the individual’s personality traits with regards to providing good customer service regularly. The work ethics personality test can also be administered to assess the individual’s attitude towards work and ethical code of conduct.
2018 Median Pay
|$33,750 per year, $16.23 per hour|
Entry level qualification
|High school diploma or equivalent|
Number of jobs in 2016
Expected Growth rate (2016 – 26)