What is a Customer Service Agent?

Customer Service Agent

The basic function of a customer service agent is to provide a friendly service to internal and external customers.

The position could also involve processing customer’s orders, making bookings, liaising with other departments and administration. These responsibilities differ according to the industry the agent works in.

The ideal customer service agent is people oriented, highly motivated with a positive and friendly attitude.

Possible requirements for the position:

Excellent communication skills

Possess basic computer skills

Able to work under time constraints

Ability to speak a foreign language

High School Graduate or Equivalent


Minimum of two years Customer service experience or the equivalent experience. Sometimes companies employ customer service agents without experience as trainees.

Customer Service Agents and Representatives (CSR) interact with customers and provide information about products or services as well as handling and resolving customer complaints. They communicate in a variety of ways – by telephone; by e-mail, fax, regular mail; or in person.

Many Customer Service Agents work in call centers. They usually have their own cubicle, computer and telephone. Hours can be long and the agent may work shifts.

According to the website payscale.com, the average hourly earnings for customer service agents in the US is $13.26. The lowest earnings are $9.68 and the highest are $18.54. The job board indeed.com estimate the average salary of a customer service representative is $12.08 per hour (2017).

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