Customer Service Representative
What's it like to be a Customer Service Representative?
A Customer Service Representative is a company’s first contact point for customers or clients. They act as a liaison by identifying and assessing a customer’s needs, answering questions, giving information about company products or services, and providing solutions for product issues. Customer Service Representatives must possess excellent communication skills to ensure issues are handled smoothly while following company protocols. A Customer Service Representative also makes reports based on customer trends and follows up on customer calls.
Tasks and duties
- Managing incoming customer calls, chats, or emails.
- Providing accurate information about company products and services.
- Identifying customer needs and providing solutions based on company standard operating procedures.
- Recognising escalating issues and coordinating with the supervisor.
- Making follow-up calls when necessary.
- Documenting trends in customer concerns and reporting to the supervisor.
- Meeting the department’s metric goals.
How to become a Customer Service Representative
Customer Service Representatives usually hold a bachelor degree. This is an entry-level position that new graduates may apply for.
Obtain a bachelor degree. Some employers may also accept a diploma graduate with 2-3 years of relevant work experience.
Ensure fluency in Mandarin and English, especially in verbal communication.
Apply for a Customer Service Representative position. Similar titles include Customer Service Assistant or Customer Experience Representative.
Gain 2-3 years of relevant work experience.
Consider applying for managerial positions such as Customer Service Executive, Senior Customer Care Executive, or similar titles.
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