Customer Service Representative

Coursera What Does a Customer Service Representative Do? What Does a Customer Service Representative Do? Written by Coursera Staff • Updated on Nov 30, 2023 Customer service representatives play a key role in company success by directly helping customers. Find out if a customer service job is right for you. A customer service representative in a blue and white striped shirt speaks with a customer on her laptop. Customer service representatives work directly with customers to provide assistance, resolve complaints, answer questions, and process orders. If you enjoy helping people, a job as a customer service representative could be a good fit. In this role, you'll find career opportunities in almost every industry, ranging from brick-and-mortar retail stores to call centers to your own living room. Learn more about what customer service representatives do on a daily basis, and how you can become one. What does a customer service representative do? As a customer service representative, your main job is to serve customers. Customer service reps work for most any business that engages with customers, including retail stores, banks, and insurance companies. Their primary tasks may include greeting and communicating with customers in person, by phone, or by computer via chat or email. Specific duties will vary depending on the company and industry where you work, but they may include: Answering customer questions about the company, products, or services Resolving customer complaints Directing customers to the right department or supervisor Taking orders or processing payments Making changes to customers' accounts Handling returns and exchanges Addressing billing concerns Keeping records of customer interactions

Performs both inbound and outbound support for escalated customers via phone and email to de-escalate and manage challenging situations and circumstances ● Works independently to provide best in class customer experience by quickly and thoroughly addressing escalated customers’ concerns ● Responsible for seeing escalations and resolutions through from start to finish and appropriately documenting feedback and outreach ● Works with customers to resolve any difficulties or complaints by offering exceptional customer focused solutions and demonstrating an elevated level of attention, care, and follow through ● Assists customers who have contacted the BBB and ensures the customer understands they are being taken care of by a Senior Advocate who will see their issue through to resolution ● Stays in contact and follows up consistently to ensure quick resolution but also to establish trust and repair our relationship with the customer ● Researches and meticulously documents the customer’s issue, desired resolution, and any other needs or considerations