Customer Service Representative

Customer Service Representative (CSR) – Job Description

Position Summary:

A Customer Service Representative assists customers by answering inquiries, resolving issues, and providing product or service information through phone calls, chat, email, or face-to-face communication. The main goal is to ensure customer satisfaction and maintain a positive company image.

Responsibilities

• Answer customer inquiries professionally and efficiently.
• Resolve customer complaints or escalate issues to the appropriate department.
• Provide accurate information about products, services, or policies.
• Process orders, forms, applications, refunds, and requests.
• Maintain customer records and document interactions in the system.
• Follow communication scripts, guidelines, and company procedures.
• Ensure high levels of customer satisfaction through excellent service.
• Meet performance metrics (AHT, quality score, attendance, etc.).
• Handle both inbound and outbound calls (depending on the account).
• Work with team members to meet daily and monthly goals.

Qualifications

• Excellent verbal and written communication skills.
• Active listening and problem-solving abilities.
• Patience and empathy.
• Ability to multitask and work under pressure.
• Basic computer skills (typing, CRM tools, email systems).
• Good comprehension skills.
• Customer-oriented attitude.
• At least HS/SHS graduate (for many BPOs).
• With or without BPO experience.
• Willing to work on-site or in shifting schedules.
• Good communication skills (some jobs require excellent communication skills).