How to write a Customer Service Associate job description

Your job description is the first touchpoint between your company and your new hire. With millions of people searching for jobs on Indeed each month, a great job description can help you attract the most qualified candidates to your open position. To get you started, here are some tips for creating an effective job description.

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Customer Service Associate job title

A great job title typically includes a general term, level of experience and any special requirements. The general term will optimise your job title to show up in a general search for jobs of the same nature. The level of experience will help you attract the most qualified applicants by outlining the amount of responsibility and prior knowledge required. And if your position is specialised, consider including the specialisation in the job title as well. But avoid using internal titles, abbreviations or acronyms to make sure people understand what your job posting is before clicking.

Examples of Customer Service Associate job titles

    Customer Service Associate
    Senior Customer Service Associate
    Customer Retention Associate
    Customer Service Associate (Part-Time)
    Customer Service Representative

Customer Service Associate job summary

A great job description starts with a compelling summary of the position and its role within your company. Your summary should provide an overview of your company and expectations for the position. Outline the types of activities and responsibilities required for the job so job seekers can determine if they are qualified, or if the job is a good fit.

Example of a Customer Service Associate job summary

Our promotional marketing company is looking for a Customer Service Associate who can assist clients with product issues and help to maintain a high customer retention level. The Customer Service Associate will be responsible for taking incoming calls from our customer base and addressing customer product issues and concerns with the company. The successful candidate will be required to develop a comprehensive understanding of our customer service policies and know when issues need to be escalated to the management staff for resolution.

Customer Service Associate responsibilities and duties

The responsibilities and duties section is the most important part of the job description. Here you should outline the functions this position will perform on a regular basis, how the job functions within the organisation and who the employee reports to.

Examples of Customer Service Associate responsibilities

    Update the company database by inputting information from each call and keeping every customer field current
    Collaborate with the sales team to develop efficient methods for handling issues with larger revenue customers
    Work on special short-term projects to offer customised support for new products or products at end-of-life
    Monitor the customer satisfaction levels and develop methods for increasing them
    Assist in creating ways for delivering excellent customer service to irate or problematic customers

Customer Service Associate qualifications and skills

Next, outline the required and preferred skills for your position. This may include education, previous job experience, certifications and technical skills. You may also include soft skills and personality traits that you envision for a successful hire. While it may be tempting to include a long list of skills and requirements, including too many could dissuade qualified candidates from applying. Keep your list of qualifications concise, but provide enough detail with relevant keywords and terms.

Examples of Customer Service Associate skills

    School leaver’s certificate required (university degree preferred)
    2+ years’ experience in a customer service role
    Proficiency with MS Office
    Ability to work well in a team environment
    Strong sense of professionalism and discretion required

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