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Customer Service Represntation

November 05, 2016


Customer service representatives typically do the following:

Listen to customers’ 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

Review and select standard responses for answers or solutions

Refer customers to supervisors or more experienced employees

Customer service representatives answer questions or requests from customers or the public. They typically answer incoming phone calls, but some also interact with customers face to face, by email, or live chat.

The specific duties of customer service representatives vary depending on what kind of company they work for. For example, representatives who work in banks may answer customers’ questions about their accounts. Representatives who work for utility and communication companies may help customers with service problems, such as outages. Those who work in retail stores often handle returns, process cash 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 to generate sales leads while providing information about a product or service.

Customer service representatives typically use a telephone, computer, and other office equipment. Those employed in retail stores may occasionally use cash registers to process returns or orders.