Customer service representatives (CSRs), customer service advisors, or customer service associates (CSAs) interact with customers to handle complaints, process orders, and provide information about an organization’s products and services.[1][2] Qualifications include good communication, problem-solving, and computer skills.[1]
Required skills
Customer service representative positions often require at least a high school diploma. Representatives often have some experience with office software.[3]
First impressions are very important in this job. The moment one begins to communicate with a customer, one is being judged. The way one communicates with a customer will not only influence how the conversation develops, but the overall impression of the CSR and the organization they represent. There are five key customer service skills that define the best CSRs:
- Ability to establish rapport with customers.
- Problem solving
- Strong listening skills
- Strong commercial awareness
- Team working
Salary
Although earnings may vary, the median hourly average for CSRs in 2017 was $15.81, in the US.[2] People in this job typically have less than 20 years' experience. Skills that are associated with high pay for this job are those in customer service metrics, Microsoft Office, customer relationship management, and oral and verbal communication.
See also
References
- ^ a b "What is a Customer Service Advisor?". customerservicemanager.com. Retrieved 22 August 2015.
- ^ a b US Department of Labor
- ^ "Average Customer Service Representative (CSR) Hourly Pay". PayScale. November 5, 2018. Retrieved November 7, 2018.