what is a customer service representative?
Customer service representatives help customers with processing orders and handling complaints. In this position, you provide information and answer questions related to the products and services sold by the company. You also process returns and forward complaints to other departments or supervisors. Some customer service representatives are responsible for managing other employees, especially when you move up to a supervisor position.
The role requires patience and a calm demeanour. Customer service representatives are trained to deal with angry customers and acknowledge their distress while finding ways to resolve problems. You keep your composure while responding to customer complaints across multiple communication channels and remain empathetic. You also provide detailed and correct information about products or services sold by the company.
what does a customer service representative do?
The role involves keeping customer interaction records, including complaints and comments or acting as a liaison between the company and customers. You also coordinate and communicate with other department employees and prepare product or service reports. You spend a significant amount of time on computers and undergo training to work with different types of software to distribute information.
Would working as a customer service representative suit your people skills? Then read on to find out what competencies and qualifications you need to thrive in a customer service representative role.
view rolesaverage customer service representative salary
According to Job Bank, a customer service representative earns a median salary of $35,775 per year. When you are starting in the role, you earn $31,200 annually. As you improve your experience, you can make up to $48,370 yearly.
how to increase your earnings as a customer service representative
As a customer service representative, your earnings depend on your experience and skills. While educational qualifications may not be mandatory, having some certification increases your earning potential. Customer service representatives with additional experience or certification earn more due to their expert knowledge.
The location and region you work in also affect your earnings. Customer service representatives working in Yukon and British Columbia are likely to earn more compared to Manitoba and Prince Edward Island. The difference in regional earnings depends on the demand and the cost of living.
The industry you work in influences your earnings, especially if your duties require knowledge of the products or services. When you work in financial services or insurance, you are likely to earn more than call centre agents due to the expertise required.
types of customer service representatives
The types of customer service representatives depend on the mode of communication with customers and the industry. Some include:
- email customer services support: your job is to respond to emails and live chats from customers. You answer queries and assist customers with the purchase process by replying to emails.
- social media customer service reps: you monitor a company's social media platforms and respond to queries or assist customers in purchasing.
- financial customer service representatives: as a customer service representative in financial institutions, you provide information on related banking products and services. You work for banks, credit unions and trust companies explaining financial services to customers. You inform customers of available banking products and services.
- call centre customer service representatives: as a call centre customer service agent, you receive phone calls and answer customers' questions. You handle customer complaints and explain troubleshooting processes.
working as a customer service representative
Customer service representatives work in a customer-facing role. If you are interested in the role, check out the duties and daily activities.
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what does a customer service representative do?
Some of the duties and responsibilities of a customer service representative include:
- answering questions about the company: as a customer service representative, you answer general and specific customer questions. It is important to understand the organization's offerings to relay accurate information. You provide comprehensive responses and reassure new customers that they are making the right purchase decision.
- processing orders and transactions: as a customer service representative, you receive and process incoming orders. You ensure customers receive the right goods on time. You also handle product returns, exchanges and order cancellations.
- resolving issues and troubleshooting problems: as a customer service representative, you provide technical assistance to customers by troubleshooting problems. You also assist customers with installation, maintenance and upgrading products.
- collecting and analyzing customer feedback: as a customer service representative, you collect customer feedback for analysis. It allows you to follow up on customers and check if the remedies provided worked. The feedback helps you identify product improvement areas.
- processing orders and returns: as a customer service representative, you process client orders over the phone or online. You also guide customers through the returns process and supervise the reimbursement of customer funds for cancelled or returned items.
- documenting customer interactions: you document customer exchanges on the customer relationship management system. The information helps create client records and manage digital support tickets. You can tag tickets for follow-up by the supervisor.
- responding to customer reviews: with review platforms increasing, customers rely on online reviews to make purchase decisions. As a customer service representative, you respond to product reviews and turn negative reviews into positive experiences.
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work environment of a customer service representative
Customer service representatives work in offices and at home, depending on the company and work hours. It's very common to telecommute in this type of position. The role requires working during normal business hours or busy times when more customers contact the company with questions or complaints. When working in an office, some representatives meet with other teams to address issues that customers are experiencing to reduce further complaints. Some companies require customer service representatives to perform their jobs in call centres to ensure immediate access to supervisors. You can also work remotely as a customer service representative.
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who are your colleagues?
Depending on the employer or industry, your colleagues may include call centre agents, customer service advisors, sales associates, sales representatives and counter service assistants. You also work in close proximity to field sales agents and marketing executives, as well as other specialists that could include sales managers, account managers, travel agents and accountants.
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customer service representative work schedule
There’s about the same number of customer service positions that are full-time and part-time. The typical work hours of a full-time customer service position are 9 am to 5 pm. Depending on the industry, you might work weekends or nights. Some customer service representatives have flexible work hours.
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career opportunities as a customer service representative
As a customer service representative, you have exciting opportunities for career progression. Since the position is entry-level, it is possible to progress to other business specialisms like account handling and sales. You work in the sales department as a sales representative before moving to management. You can become a team leader if you want to progress in the customer service department. When you have extensive experience, you become a customer service manager.
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advantages of finding a job as a customer service
Working with Randstad offers you a range of benefits.
- always a contact person you can fall back on and ask for help from
- many training opportunities
- a range of jobs in your area
customer service representative skills and education
You require the following qualifications to work as a customer service representative:
- education: to work as a customer service representative, you require training to gain the necessary qualification. Complete a college diploma in business administration or a bachelor’s degree in business administration. Some employers only require completion of secondary school education.
- work experience: you require experience to work as a customer service representative. You can gain experience through on-the-job training and entry-level opportunities like working as a call centre agent.
competencies and characteristics of a customer service representative
Customer service representatives work on computers and phones to create and update customer accounts. Beyond that, they need the following skills and qualities:
- listening skills: attentiveness is a primary skill to ensure you are mindful of customers and can accommodate their needs. You should remain empathetic and be willing to help customers feel listened to during the interaction. You take time to talk to customers and understand their queries to resolve the issues.
- patience: self-control is one of the most important skills of working in this role. It is important to remain calm when customers are upset. You also take responsibility on behalf of the company to ensure the customer is happy with the interaction.
- problem-solver: you need problem-solving skills to ensure you find ways to resolve issues efficiently. As a customer service representative, you use a systematic approach and are detail-oriented when finding a solution. Employers expect you to be creative and resourceful and go the extra mile to help customers.
- expecting and adapting to challenges: adaptability is another important trait when working as a customer service representative. Working daily with customers means you never know what to expect with the calls or messages you receive. Good customer service representatives send legitimate problems or complaints through the correct channels and relay information to the customer efficiently without becoming stressed or anxious. You should remain mentally flexible in responding to different people on various platforms, sometimes simultaneously.
FAQs
Here, you will find the answers to the most frequently asked questions about the profession of a customer service representative.
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is being a customer service representative a good career?
Working as a customer service representative is a great career. The role has many job opportunities, flexible work hours, and work-from-home and remote opportunities. You can work in diverse industries with minimal qualifications required. Customer service representatives also earn a favourable salary depending on the complexity of their duties.
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what are the main duties of a customer service representative?
As a customer service representative, you share information about products and services. You also answer customer questions and respond to complaints. Other duties include processing customers’ orders and guiding them through the returns and refund process. Customer service representatives are expected to document and prepare reports on customer interactions.
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how much do customer service representatives earn in Canada?
The average salary of a customer service representative in Canada is $35,775 per year. In an entry-level role, you start with a salary of $31,200 annually. As you improve your experience and skills, your earnings increase gradually to over $48,370 yearly. The hourly rates usually depend on the industry you work in and the experience you have.
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what are the qualities of a customer service representative?
As a customer service representative, you require patience and a positive attitude to handle customer complaints. You also require solid communication skills and active listening to understand the customer's requirements.
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what qualifications do customer service representatives require?
The minimum entry-level requirement for customer service representatives is secondary-level education. However, completing a diploma or a degree in business administration increases your employment prospects.
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how do I find a job as a customer service representative?
Finding a job near you as a customer service representative is easy. Search our job offers. Have you found what you're looking for? Then submit your application using the 'Apply' button top right on the page. No jobs available right now? Send us your resume, and we'll pass it on to a recruiter who will contact you if an opportunity opens up for you.
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