WHAT DOES CUSTOMER SERVICE REPRESENTATIVE DO?

Customer Service Representative plays a key role in company success by directing helping customers.

As a Customer Service Representative our main job is to serve customers. And works for most any business
that engages with customers, including Retail Stores, Banks, and Insurance companies.

 Answering customer questions about the company products or services

 Resolving customers complaints
 Directing customers to the right department or supervisor
 Taking orders or processing payments
 Making changes to customer accounts
 Handling returns and Exchanges
 Addressing billing concerns
 Keeping records or customers interactions
 Selling products and services

WHERE DO CUSTOMER SERVICE REPRESENTATIVE WORK?

Customer Service Representatives work in variety of environments and across many industries.

9 TIPS FOR GETTING A JOB AS A CUSTOMER SERVICE REPRESENTATIVE

1. Developing Your Workplace Skills
Workplace skills are crucial to being an effective customer service representative. You’ll often be
tasked with interacting with customers with a positive attitude to resolve their problem
2. Build your computer skills
Customer service representatives can spend long hour at a computer. You’ll likely need typing and
data entry skills, as well as familiarity with programs like Microsoft word and excel
3. Consider Certification
Certificate isn’t necessary for many customer service job. But it may be required to some advance
positions.
4. Train for a Particular Industry
Many positions offer On-The-Job Training fot new hire, which can entail working alongside a senior
employee. Certain industries may require more intensive training
5. Take a Communication Course
Communication skills is often a crucial aspect of the work
6. Gain some customer service experience
Employers may like to see that you have experience working with people. Consider gaining some
experience with other positions that entail working with the public.
7. Learn a Second Language
Being bilingual can be helpful in speaking with customer who may not speak as their first language.
8. Finish your Education
A post-secondary degree isn’t required for most customer service job. However, many employers
may want you to have a high school diploma, GED or equivalent.
9. Practice for your Interview
 When you’re ready to apply for a job make sure you’re prepared for the interview by reviewing
questions you might encounter in an interview.
 Describe a time when you successfully solve a problem for someone
 How would you handle an upset customer?
 What would you do if you didn’t know the answer to a customer questions?
 Describe a situation where you had to remain calm during a chaotic situation
 What would you do if you had a work with someone you didn’t like?

JOB INTERVIEW EXAMPLES

1. WHAT IS CUSTOMER SERVICE?
For me, Customer service is the act of providing the customer with the support they need to make
purchasing decisions understand the product or seek guidance from the company. It’s an important
role that can take many forms.
2. HOW CAN YOU IMPROVE A DISSATISFIED CUSTOMER’S EXPERIENCE?
I’ve found the most successful strategy for turning an unhappy customer into a happy customer, is
by actively listening to what they’re saying. Sometimes, customers just want you to listen to them
and they want to feel like the company cares about them and their opinions. ’For Example; I once
had a customer who got home to find there was only one show in her shoebox. She was very upset;
so I let her tell me why she was upset and validated her feelings and provided her with a discount
on her purchase. Along with the missing shoe. She left in a much better mood.
3. DESCRIBE A TIME YOU COLLABORATED WITH A PEER TO SOLVE A PROBLEM?
We had a particularly busy day after the launch of a new product and one of our points of sale
machines went down, causing checkout lines to grow long. I discussed the issue with the other rep.
and we decided of us would work the remaining POS System and the other would walk through the
line. Checking in with customers and offering a coupon as a thank you for their patience.
4. WHAT WOULD YOU DO IF YOU DIDN’T KNOW TO HELP A CUSTOMER?
If I wasn’t able to help the customer, I would ask the customer to rest comfortable while I paged
the floor manager. Then I would relay the situation to the manager so they had an understanding of
the issue before speaking with the customer. I would be sure to introduce the manager to the
customer to ensure the customer didn’t feel abandoned.
5. HOW WOULD PAST COWORKERS OR CLASSMATES DESCRIBE YOU?
At my last job, my peers nicknamed me. : smiley” because I try to smile as much as possible. I find it
makes me feel more positive and helps set customers at ease.
6. HOW YOU WOULD HANDLE A CUSTOMER WHO WAS UPSET ABOUT A KNOWN PROBLEM WITH
YOU PRODUCT OR SERVICE?
If a customer came to me stating that the zipper on the bag broke after a week, and the company
was aware of the zipper issue, I would start by apologizing profusely. Next, I would offer either a full
refund or a a trade in for a different product. If the company issue specific guidelines to mitigate
the problem, I would adhere to those.
7. ARE YOU PROFICIENT IN THE USE OF ANY CUSTOMER SERVICE SOFTWARE?
I used a traditional POS system at my last job, I’m a very quick learner and would be happy to train
on other programs to grow my skillset and better perform the job.
8. WHY DO YOU WANT TO WORK IN CUSTOMER SERVIVES?
 I love this company. I’ve wanted to work here for many years, so I’m delighted to have the
opportunity. Since I’m so passionate about the work tha you do here, I know that I would not do
well when helping customers with any questions. They might have.
9. WHAT DO YOU THINK OF OUR COMPANY’S PRODUCTS AND SERVICES?
As someone who exercises every day, finding workout clothes that are supportive and long lasting
is really important to me. I love the products this company make are all well designed and built to
last. I own many pieces from the brand and I know I can represent their quality well to the
customers.
10. WHAT SKILLS SHOULD A GREAT CUSTOMER SERVICE REPRESENTATIVE HAVE?
I think the skills great customer representatives most commonly have are communications,
positivity and problem solving. The most clearly communication with customers, both by answering
questions or explaining policies in additions to actively listening to the customer.