Whether a company sells boxing gloves or banking services, they need customer service representatives to answer questions, handle returns and refunds, and address complaints.
Are you looking for a customer service representative (or several) to join your team? If so, you must write a detailed and compelling customer service representative job description. So here are our customer service representative job description examples.
Never written this kind of job ad before? We’re here to help.
This guide explains the responsibilities and necessary skills of a customer service rep. It will also teach you how to write a better customer service job description (with ten helpful examples).
What Does a Customer Service Representative Do?
As the name suggests, a customer service representative assists a company’s customers. They do this by addressing their inquiries, concerns, and complaints.
A standard customer service rep job description will note that they do the following:
- Provide product or service information
- Process orders
- Handle returns or exchanges
- Strive to ensure customer satisfaction and retention
When advertising an opening for a customer service rep at your company, make sure you include these responsibilities (or variations of them).
Here are some examples to use for inspiration (customize them to your company’s specific offerings, policies, etc.):
Customer Service Job Description Example 1
[Company] seeks a customer service representative to serve as a liaison between us and our customers. They will provide information and solve problems to ensure all customers have a positive experience.
Responsibilities
- Respond to incoming phone calls
- Identify and assess customer needs
- Build strong relationships with customers
- Provide accurate and complete responses
- Respond to customer complaints with appropriate solutions and alternatives
- Keep accurate records
- Follow communication procedures and policies
Required Skills and Qualifications
- At least one year of customer service experience
- Strong verbal communication skills
- Active listening skills
- Time management skills
- Ability to multi-task and work under pressure
- Adaptability
- High school diploma or equivalent
Customer Service Job Description Example 2
Our team at [Company] is looking for enthusiastic and passionate individuals to join our customer service team. The ideal candidate will be a great listener and communicator who is dedicated to solving problems and making our customers’ days a little better.
Customer Service Duties
- Resolve problems
- Update customer accounts
- Maintain accurate financial records
- Recommend products or services based on customer information and needs
- Manage large volumes of incoming calls
- Meet personal and team call-handling quotas
Skills and Qualifications
- Strong phone and active listening skills
- Ability to adapt communication to different personality types
- Excellent communication skills
- Ability to multitask and manage time
- Previous customer service experience is a plus
- Familiarity with CRM systems is a plus
- High school diploma or equivalent; a college degree is preferred
Customer Service Job Description Example 3
[Company] is hiring a customer service representative to manage incoming customer questions and complaints via phone and email. Everyday responsibilities will include processing and modifying orders and escalating complaints across multiple communication channels.
Daily Responsibilities
- Maintain a positive and empathetic attitude toward customers
- Respond to customer inquiries promptly
- Communicate with customers verbally and in writing
- Acknowledge and resolve customer complaints
- Understand [company]’s products inside and out
- Process customers’ orders, forms, applications, and requests
- Keep detailed and accurate records
- Communicate and coordinate with fellow customer service team members
- Provide professional support to ensure customer satisfaction
Skills and Requirements
- High school diploma or equivalent
- Ability to stay calm in stressful or frustrating situations
- Solid computer and phone knowledge
- Written and verbal communication skills
- Attention to detail
- Adaptability and ability to multitask
- Preview experience in customer support is preferred
What Are a Good Customer Service Representative's Skills?
Customer service jobs typically don’t have long lists of required skills and talents. It’s a good entry-level job that can help you progress to higher-paying ones.
However, a good customer service representative possesses the following valuable skills and traits:
- Excellent communication and listening skills
- Empathy
- Problem-solving abilities
- Patience
- Customer-focused mindset
They should also be able to handle challenging situations, remain calm under pressure, and adapt to various customer personalities and needs.
Always include these skills (or synonyms for them) in your customer service associate job description. These examples showcase how you can incorporate them:
Customer Service Job Description Example 4
[Company] is a fast-growing organization seeking a customer service representative to help us keep up with responses from our expanding client base. The ideal candidate will be a committed problem-solver who is passionate about providing clients with a positive experience.
Everyday Responsibilities
- Responds to phone calls and emails promptly and professionally
- Provides product and service information
- Resolves product and service problems
- Answers product and service questions to generate leads and attract new customers
- Opens customer accounts
- Maintains customer records and financial accounts
- Resolves product or service problems
- Makes recommendations based on customers’ needs
Required Skills
- Problem-solving skills
- Written and verbal communication skills
- Active listening skills
- Phone skills
- Conflict resolution skills
- Analytical skills
- Ability to multi-task
Education and Experience Requirements
- High school diploma or equivalent required
- University/college degree is a plus
- Familiarity with CRM software and phone systems is a plus
- Previous customer service experience is a plus
Customer Service Job Description Example 5
[Company] seeks a bilingual customer service agent. The ideal candidate will be fluent in English and Spanish and will be comfortable answering questions and resolving problems in both languages.
Customer Service Agent Duties
- Answer inbound phone calls
- Respond to customers’ questions and complaints in Spanish or English
- Enter data into the company’s computer systems
- Maintain accurate and up-to-date records
Customer Service Agent Skills and Qualifications
- Fluent in Spanish and English
- Ability to multi-task
- Comfortable working in a fast-paced environment
- Basic computer skills
- Basic phone skills
- Superior written and verbal communication skills
- Problem-solving skills
- Attention to detail
- Commitment to quality work
- Experience in customer service, call centers, or collections agencies is preferred.
Customer Service Job Description Example 6
[Company] is expanding and seeking a Customer Service Representative to join our [location] office. This position involves responding to customers via phone, chat, and email, answering questions, and resolving complaints efficiently and professionally.
Duties
- Answer customers’ questions via phone, email, or chat
- Provide accurate information about our products
- Resolve problems or escalate to higher-ups as needed
- Process and follow up on customers’ orders
- Maintain a high level of professionalism at all times
Required Skills
- Strong communication skills (written and verbal)
- Able to collaborate with others and be part of a team
- Ability to prioritize and multitask
- Knowledge of Microsoft Office programs is preferred
- Knowledge of customer relationship management systems is preferred
What Is the Job Description of a Customer Service Representative?
The customer service associate job description typically includes these responsibilities:
- Responding to customer inquiries via phone, email, or chat
- Providing accurate and timely information
- Resolving customer complaints
- Maintaining customer records
- Processing orders or returns
- Ensuring a positive customer experience
How can you add these factors to your next job description? Use these two examples as guidelines:
Customer Service Job Description Example 7
The customer service team at [Company] requires an experienced customer service agent to engage with customers via phone and email. They will answer questions, find solutions to problems, and maintain expert knowledge of [Company]’s products to provide the best service to our valued customers.
Customer Service Agent Responsibilities
- Provide new customers with introductory information
- Ensure customers are satisfied with [Company]’s products
- Follow up with clients or customers to ensure ongoing satisfaction
- Inform customers about new products
- Determine the quickest and most effective solution to customers’ questions or complaints.
- Escalate queries and concerns as needed.
- Working with other customer service agents and members of other departments to find solutions to customers’ problems
Customer Service Agent Skills
- Interpersonal skills
- Communication skills
- Analytical and problem-solving skills
- Ability to multitasking
- Organizational skills
- Ability to answer a high volume of phone calls daily
- Ability to collaborate with other team members
- Patience and ability to work under pressure
- Time-management skills
- Positive attitude
Education and Experience Requirements
- High school diploma or equivalent
- At least one year of customer service experience
Customer Service Job Description Example 8
At [Company], we believe in going above and beyond for our customers. We’re seeking a talented and enthusiastic customer service representative to help us achieve our goals. The customer service representative will answer questions, forward messages, confirm orders, schedule deliveries, and resolve or escalate problems as needed.
Daily Responsibilities
- Communicate with customers via phone
- Answer questions and resolve problems quickly and accurately
- Partner with other team members to ensure easy transactions and excellent service
- Develop strong relationships with customers
- Listen to customers’ needs and provide relevant and helpful recommendations.
Essential Skills
- Reading and comprehension skills
- Written and verbal communication skills
- Good phone skills
- Problem-solving skills
- Attention to detail
- Ability to work independently and as a team
- Time management skills
Required Education and Experience
- High school diploma or GED
- Previous customer service experience is preferred
How Long Should a Customer Service Job Description Be?
When writing a job description and publishing a listing online, remember that it might deter people from applying if it’s too long. People might think the job’s not for them because it has too many requirements and move on to the next one — meaning you have to wait longer to fill the vacancy.
How long should a customer service representative’s job description be? It should be concise and focused. It typically ranges from a few paragraphs to one page (maximum).
The description should include key responsibilities, required qualifications, desired skills, and any relevant details you might want to add regarding the industry or company. Use bullet points and short sentences (as shown in the examples in this guide) to make the listing easy to read.
Here are two examples of a short and to-the-point job description for customer service:
Customer Service Job Description Example 9
Are you passionate about positively affecting customers’ lives? Are you adept at understanding a customer’s needs and finding solutions? If so, apply for the customer service representative role at [Company] today!
Customer Service Representative Responsibilities
- Answering customers’ questions via phone and email
- Responding to and resolving complaints/problems with patience and professionalism
- Discussing product offerings to meet customers’ unique needs
- Updating and maintaining client accounts to ensure accurate information
Required Customer Service Skills
- Basic computer and phone skills
- Written and verbal communication skills
- Attention to detail
- Time management skills
- Adaptability
- Ability to work well under pressure
- Patience and the ability to keep your cool in challenging situations
Education and Experience
- High school diploma or equivalent
- Two years or more of customer service experience
Customer Service Job Description Example 10
[Company] is hiring a customer service officer to join our fast-growing team. They will be responsible for answering phone calls, providing essential information to customers, and solving problems with empathy and enthusiasm.
Day-to-Day Responsibility
- Answer incoming calls
- Respond quickly to customer questions and complaints politely, empathically, and professionally.
- Upsell and cross-sell
- Generate sales leads
- Update and maintain customer records
Skills and Requirements
- Ability to memorize and recall information quickly
- Ability to assess customers’ needs
- Problem-solving skills
- Willingness to learn and follow [Company]’s customer service procedures and policies
- Willingness to meet and exceed personal and team quotas
- Written and verbal communication skills
- Basic computer skills
- Able to multitask and concentrate on numerous problems at once
- Time management and organizational skills
Education and Experience Requirements
- High school degree or equivalent
- At least one year of previous experience in customer support or a related field
Bonus Customer Service Job Descriptions
Hopefully, after reviewing these ten customer service job description samples, you will have more confidence in your ability to write one for your company.
However, if you need some extra help writing a good job description for customer service, check out some already-published ads on GrabJobs’ search platform:
These ads have already received a lot of attention, and the positions will likely be filled very soon.
Simplify Customer Service Job Description Writing Today
As you can see, writing a customer service job description is easier than you might have initially thought with our customer service representative job description examples.
If you’re still unsure about the process, reference the tips and examples shown above as you begin writing. They will help you put together an adequate customer service rep job description in no time.
Do you need more help with hiring or onboarding new customer service reps? If so, GrabJobs is here to help.
Check out our online recruitment platform today!
