Customer Service Representative

A customer service representative talk to customers on behalf of companies and businesses. They answer customer queries, resolve customer complaints, and address emergency issues. If a customer needs help placing an order or needs to change their order, the customer service representative walks them through the correct steps. Customer service representatives will also provide additional sales or products, or sell products or services directly.

What Customer Service Representatives do?

Customer service representatives typically do the following:

• Listen to customer’s questions and concerns, and provide answers or responses
• Provide information about products and services
• Take orders, calculate charges, and process billing or payments
• Review or make changes to customer accounts
• Handle returns or complaints
• Record details of customer contacts and actions taken
• Refer customers to supervisors or more experienced employees

The specific duties of customer service representatives vary by industry. For example, representatives who work in banks may answer customer’s questions about their accounts. Representatives who work for utility and telecommunication companies may help customers with service problems, such as outages. Those who work in retail stores often handle returns, process refunds, and help customers locate items. Some representatives make changes to customers' accounts, such as updating addresses or canceling orders. Although selling is not their main job, some representatives may help generate sales while providing information about a product or service.

How to define your Customer service project?

Your job description is the 1st touch point between your company and your new hire. With millions of people looking for jobs on so every month, an excellent description will assist you attract the most qualified candidates to your open position. To urge you started, here are some tips for making an efficient description.

A great job description starts with a compelling summary of the position and its role within your company. Your summary should provide an overview of your company and expectations for the position. Outline the types of activities and responsibilities required for the job so job seekers can determine if they are qualified, or if the job is a good fit.

Basic of customer service project description are as follow:

1. State a brief one to two sentence overview of the project objectives.
2. State this in one sentence so the professional understands how the work fits into the bigger picture.
3. Be specific with requirements, such as specific software knowledge, typing speed, and language fluency.
4. Enter a start and end date. Most independent contractor projects are project based and/or short-term. If you’re unsure of the end date, or if the work may be ongoing, you may need to consult your HR partner or other advisor to verify the worker’s classification.
5. Independent contractor work is often paid at a fixed price. When paying hourly, you may want to specify the maximum number of hours for the project if any.

Sample:

We need an experience agent for a ten month project, expected to require 25 hours/week of services, from [start date] to [end date]. We’re launching a multimedia campaign that’s expected to dramatically spike call volume. You’ll work from your own location to handle product calls, take orders, and process payments.

Skill Requirements:

• Knowledge of Zendesk and Salesforce software
• Expertise in providing customer service via phone and live chat
• Fluent in English and Spanish
• Handle 10-15 calls per hour
• Ability to upsell and cross-sell products on the phone
• Basic knowledge of Microsoft Excel

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