Description

A customer service representative (CSR) – also called an agent – is a person who works in a call or contact center and helps customers with their issues.

They may do this using a variety of channels, including phone, chat, email and social media. Customer service representatives (CSRs) play an important role in influencing the customer experience and therefore, organizations should look for the following qualities when hiring them:

– Great listening comprehension skills – Effective customer service representatives (CSRs) don’t just listen to customers, they actually understand what they’re saying, which sometimes means reading between the lines or understanding context. Understanding is the first step to assisting.

– Solid problem-solving skills – Self-service tools are helping customers solve many simple problems on their own, which means the issues that involve customer service representatives (CSRs) have become more complex. Customer service representatives (CSRs) need to be up to the challenge of solving them.