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Customer Service Representative Job Description

Use this customer service representative sample job description template to advertise customer service representative vacancies at your company. Remember to change responsibilities and requirements based on the needs of your organization.

Customer Service Representative Job Description

We are looking to hire a Customer Service Representative to join our team and help our valued customers with any queries and also complaints they may have. You will be responsible for a wide range of tasks including responding to emails, speaking on the telephone, processing and or making modification to orders as well as escalating any complaints where necessary.

To excel in this role you will need to be able to remain calm when customers are frustrated and you must be confident in guiding them towards a satisfactory resolution with accuracy and efficiency.  You need to be genuinely enthusiastic about helping people and be able to display patience and empathy at all times. 

Customer feedback is imperative to the success of our business, it is very important that you are able to collect this during your interactions with our customers.  Furthermore you must be confident at troubleshooting and problem solving in order to investigate and resolve customer concerns.


  • Responding in a polite and positive manner to all customer inquiries

  • Conversing with customers over the phone, in person and via email

  • Dealing with customer complaints and providing solutions in line with company guidelines

  • Striving for customer satisfaction by going above and beyond in all interactions

  • Possess and in depth understanding of our products to best answer questions.

  • Processing / modifying orders and requests

  • Communicating with colleagues and understanding when to escalate issues when necessary


  • High School Diploma or equivalent

  • Competent using computers and telephone systems

  • Experience working in a customer facing environment is a positive

  • Able to stay calm under pressure and can adapt to changing situations and personalities

  • Excellent communication skills

Sample Customer Service Representative Interview Questions

Once you receive applications to your customer service representative job post on DirectlyApply you will need to conduct an interview with each of the job seekers.