What Does a Customer Service Representative Do?

Customer service representatives work directly with customers to assist, 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 shops to call centres to your own sitting room.

Learn more about what customer service representatives do daily 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 any business that engages with customers, including retail shops, 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

• Selling products and services

Where do customer service representatives work? 

Customer service representatives work in various environments and across many industries, including retail, insurance, tech, education, and more. They may communicate with customers in person or via phone, chat programs, or email. 

One role within customer service is that of an IT support specialist. Working in IT support can lead to more job opportunities and higher pay. According to Indeed [1], customer support specialists in the UK across all industries made an average annual base salary of £22,695 as of August 2024, while IT support specialists made £27,897 on average [2].

9 tips for getting a job as a customer service representative

If you're ready to start exploring your career as a customer service rep, these tips can help you build the experience and education you need for the job.

1. Develop 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 and empathy to resolve their problems. Stay calm and diplomatic under pressure, and you'll be better able to deal with difficult or stressed customers. Other important traits for customer service representatives include flexibility, an eye for detail, and the ability to learn and remember quickly.

2. Build your computer skills.

Customer service representatives can spend long hours at a computer. You'll likely need typing and data entry skills and familiarity with programs like Microsoft Word and Excel. 

Take vocational courses through local institutions, colleges, or studio schools, or learn at your own pace with an online course. Here are some options to get you started:

• Customer Service Fundamentals

• Everyday Excel Specialisation

• Create Customer Support Data with Google Sheets

3. Consider certification.  

Certification is optional for many customer service jobs but may be required for some advanced positions. Earning an industry certification can validate your skills to recruiters and hiring managers. Some common certifications in customer service from The Institute of Customer Service & Relationship Management include: 

• Certified Contact Center Professional 

• Certified Customer Service and Relationship Officer 

• Certified Customer Service Professional 

4. Train for a particular industry.  

Many positions offer on-the-job training for new hires, which can entail working alongside a senior employee. Certain industries may require more intensive training. Depending on factors like the city or industry you work in, you may even encounter specific rules. 

5. Take a communication course.

Communication is often a crucial aspect of work. Courses like Improving Communication Skills, offered by the University of Pennsylvania on Coursera, can help you improve your written and verbal skills. 

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. This could include working as a cashier, server, or sales associate in a shop. Volunteering with your community can also bring you valuable customer service experience.

7. Learn a second language.

Being bilingual can help speak with customers who may not speak English as their first language. Learning a second language can help your application stand out above the others. Spanish, Chinese (Mandarin and Cantonese), and French rank among the most in-demand second languages for professional benefit.

8. Finish your education.

Although it can help, an undergraduate qualification isn't required for many customer service jobs. However, most employers will want you to have GCSE results with scores in English and maths that are average or above. Consider joining volunteer clubs or other activities that will allow you to gain customer service experience.

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. These may include:

• Describe a time when you successfully solved 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's question?

• Describe a situation where you had to remain calm during a chaotic situation. 

• What would you do if you had to work with someone you didn't like?  

Next steps

Start building the skills you need for a role in IT customer service with the Google IT Support Specialist Professional Certificate on Coursera. Learn at your own pace from industry experts at Google.

Frequently Asked Questions (FAQs)