Customer Service Representative Duties

The role of the Customer Service Rep or CSR is a key one within the customer contact center.

The main responsibility of the customer service representative is to serve the customer or client and represent both the customer and the company.

 

Job Duties of the CSR may include:

Customer contact - by telephone, email, fax, in writing or face to face

Administration - order processing, tracking and correspondence

Customer Relationship Management (CRM) - database entry and maintenance, analytics

Voice of the Customer - recording of complaints and customer feedback, conducting customer satisfaction surveys

Internal Customers - liaison of business functions; sales, marketing, distribution, accounts etc.

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