Call Center / Customer Support, Administrative Support
Customer Service Representative
Related positions: Customer Service Representative, Account Representative, Call Center Representative, Client Services Representative, Customer Care Representative (CCR), Customer Service Agent, Customer Service Representative (CSR), Customer Service Specialist, Customer Support Representative, Customer Support Rep, Guest Service Agent, Member Services Representative, Member Services RepOverview
A customer service representative is a professional who interacts with customers on behalf of a company to help resolve issues or answer questions. They may provide support via phone, email, or chat and should have excellent communication and problem-solving skills.
The main responsibilities of a customer service representative include handling inquiries and complaints, providing information about products or services, processing orders and returns, and ensuring customer satisfaction. They must be able to communicate clearly and effectively, both verbally and in writing, and have strong problem-solving and conflict resolution skills.
Common tasks
| Task | Related trait(s) |
|---|---|
| Responding to emails, calls, chat messages, or other forms of communication from customers | Reliable Excellence Problem-Solving Aptitude |
| Listening to customers and identifying their needs, concerns, assist and resolve complaints | Genuine Customer Care Problem-Solving Aptitude Reliable Excellence Ethical Conduct Emotional Composure |
| Referring complex or unresolved issues to higher-level support or management | Direction Adaptability |
| Processing orders, refunds, and returns according to established policies and procedures | Direction Adaptability |
| Working with other departments and stakeholders | Collaborative Spirit |
| Following up with customers to ensure satisfaction | Reliable Excellence |
| Providing feedback to management on ways to improve customer satisfaction and overall customer experience | Direction Adaptability Collaborative Spirit |
Soft skills measured by TraitForward
| Trait | No of Questions | Cronbach’s alpha (α) | |
|---|---|---|---|
| Emotional Composure | 8 | 0.81 | |
| Can they maintain calm and professional behavior when dealing with upset customers or high-pressure situations? | |||
| Genuine Customer Care | 8 | 0.82 | |
| Does the candidate show authentic concern for others and genuinely desire to help people resolve their problems? | |||
| Reliable Excellence | 7 | 0.77 | |
| Can they consistently follow through on commitments with thoroughness and attention to detail, ensuring tasks are completed to a high standard? | |||
| Ethical Conduct | 10 | 0.74 | |
| Does the candidate demonstrate unwavering integrity and adherence to ethical standards even when faced with opportunities for personal gain or when no one is watching? | |||
| Direction Adaptability | 6 | 0.69 | |
| Can they balance being appropriately accommodating with customers while still maintaining the confidence to set necessary boundaries and guide interactions toward resolution? | |||
| Collaborative Spirit | 9 | 0.73 | |
| Can they work harmoniously with team members, actively contribute to group efforts, and prioritize collective success over individual recognition? | |||
| Problem-Solving Aptitude | 4 | 0.75 | |
| Can they quickly understand customer issues and develop effective solutions without extensive guidance? | |||
Find out the psychometric properties for the Customer Service Representative Traitforward questionnaire