A Customer Service Representative assists customers with inquiries and issues related to a company’s products and services. Their duties often include answering phone calls, live chat messages or emails, finding solutions to problems for customers and maintaining expert knowledge about a company’s offerings.

A Customer Service Representative’s primary duty is to deliver great customer service. They often have the following customer service responsibilities:

• Providing introductory information, such as a product manual explanation, to prospective and new customers
• Handling customer complaints and troubleshooting issues with products or services
• Following up with clients or customers by phone, web chat or email to check that they’re still satisfied with their purchases or services received
• Accessing databases to retrieve account information for customers
• Letting customers know about additional products or services that might benefit them
• Escalating queries and concerns when necessary
• Updating customer records following each contact
• Staying up to date on the latest products and services an organization provides