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Customer Service Representative

POSITION SUMMARY

Customer Service Representatives are an important part of the interaction between a customer and company. They typically answer questions and give information about company products and services. Another large part of their job is to process orders, fulfill customer needs, prepare customer correspondence, and ensure that customers are satisfied with their experience.

Customer Service Representatives can work in a variety of environments. They are often found in customer contact centers, but can be found online and at physical store locations.

RESPONSIBILITIES

Customer Service Representative responsibilities may include:

  • Communicate with customers.
  • Process returns.
  • Provide information about services and products.
  • Resolve customer complaints.
  • Report metrics to management and supervisors.

 

SKILLS

Customers expect quick, professional service. In order to provide a pleasant customer experience, a skilled Customer Service Representative will:

  • Work quickly and efficiently.
  • Maintain a professional demeanor. 
  • Possess expert knowledge of the products and services their company offers.
  • Communicate clearly with customers.
  • Input customer data and track orders and returns.


QUALIFICATIONS

Entry level positions as a Customer Service Representative can be obtained with little to no experience or degree. Employers will want candidates with a pleasant demeanor and who can communicate clearly with customers in person and over the phone. Prior experience in customer service can help make a candidate more appealing.

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CUSTOMER SERVICE REPRESENTATIVE INTERVIEW QUESTIONS

  • Have you ever overrode company policy in favor of good customer service? Can you explain the situation?

  • How would you handle an angry customer?

  • What is exceptional customer service mean to you?

  • How do you feel about the phrase, “the customer is always right”?

  • Can you tell us about a policy you didn’t agree with at your last job?

  • If a customer called and said there was a defect in a product they ordered, how would you handle it?

  • Can you tell me about a previous experience where you turned a negative interaction with a customer into a positive one?

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