Customer Service Representative Job Description Template [2024]

A Customer Service Representative is a professional who serves as a primary point of contact between a company and its customers, addressing inquiries, resolving issues, and ensuring a positive customer experience.

Use this Customer Service Representative job description template to promote your job openings and attract qualified candidates. Customize the job brief, responsibilities, requirements, and skills according to your specific needs.

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Job Brief

We are looking for a friendly and customer-focused individual to join our team as a Customer Service Representative. As a Customer Service Representative, you will be the first point of contact for our customers, providing assistance, answering inquiries, and ensuring a positive experience.

The ideal candidate should have excellent communication skills, empathy, and a commitment to delivering exceptional customer service.


  • Handle incoming customer inquiries via phone, email, or chat in a professional and timely manner
  • Provide accurate information about products, services, and company policies to address customer queries
  • Assist customers in placing orders, processing returns, and resolving issues with products or services
  • Record and maintain customer information and interactions in the company database
  • Collaborate with other departments, such as sales and shipping, to ensure seamless customer experiences
  • Address and resolve customer complaints or concerns, escalating issues when necessary
  • Follow up with customers to ensure satisfaction and gather feedback on their experiences
  • Stay informed about product updates, promotions, and company policies to provide up-to-date information to customers
  • Process customer payments and troubleshoot billing-related issues
  • Identify opportunities for process improvements and contribute to a positive and collaborative work environment

Requirements and Skills

  • Proven experience as a Customer Service Representative or in a similar role
  • Excellent verbal and written communication skills
  • Strong interpersonal and problem-solving abilities
  • Patience and empathy when dealing with customer inquiries or concerns
  • Ability to handle high-stress situations with a calm and positive demeanor
  • Familiarity with customer service software, databases, and tools
  • High school diploma or equivalent; additional education in customer service or a related field is a plus
  • Basic computer skills and proficiency in using office software
  • Ability to work independently and collaboratively in a team
  • Flexibility to work in shifts, including evenings, weekends, and holidays

Frequently Asked Questions

What is a Customer Service Representative?
A Customer Service Representative is a professional who serves as a primary point of contact between a company and its customers, addressing inquiries, resolving issues, and ensuring a positive customer experience.
What does a Customer Service Representative do?
A Customer Service Representative is responsible for assisting customers with inquiries and service-related issues, promptly resolving complaints, processing orders and returns, providing information on company products and policies, maintaining accurate customer interaction records, collaborating with other departments, and ensuring overall customer satisfaction through effective communication and problem-solving.
What should you look for in a Customer Service Representative resume?
When reviewing a Customer Service Representative resume, consider:
  • Strong communication and interpersonal skills
  • Experience in handling customer inquiries and resolving issues
  • Familiarity with product knowledge and company policies
  • Ability to navigate customer service software and systems
  • Problem-solving skills and a customer-centric approach
  • Multitasking abilities to manage multiple customer interactions
  • Any relevant certifications or training in customer service

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