How to write a Customer Service Representative 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 Representative 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 Representative job titles

    Customer Service Representative
    Senior Customer Service Representative
    Call Center Associate
    Customer Service Associate (Part-Time)
    Customer Service Specialist

Customer Service Representative 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 Representative job summary

Our growing retail business is looking for a skilled problem solver to join our team as a Customer Service Representative. We need an enthusiastic individual who can listen to customer service issues and then offer a unique and innovative solution to each problem. The successful candidate for this role will have a strong command of the company’s customer service policies, and be well-trained in product knowledge that can be critical for offering quick and accurate assistance to customers.

Customer Service Representative 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 Representative responsibilities

    Answer incoming customer calls regarding billing issues, product problems, service questions and general client concerns
    Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every caller
    Update customer information in the customer service database during and after each call
    Work with the management team to stay updated on product knowledge and be informed of any changes in company policies
    Impact the company’s bottom line by problem solving and turning frustrated clients into repeat customers

Customer Service Representative 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 Representative skills

    Must be 18 years of age or older
    School leaver’s certificate required (tertiary qualification in a business related field preferred)
    Ability to remain professional and courteous with customers at all times
    Must be available to work occasional nights, holidays and weekends
    Excellent verbal and written communication skills

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