Customer Service Agent
Use this comprehensive Customer Service Agent job description to help you attract candidates with the right skills to perform in your business. This job description template is optimized for easy posting to online job boards or career pages.
How To Write A Customer Service Agent Job Description
Summary:
- Why is the role being filled?
- How does this role fit into the organization and the team?
- What makes your company unique?
- What would it be like to work for your company?
Requirements:
- What technical skills are needed for this role?
- Which soft skills are applicable for this role?
- What are the nice-to-have experiences of your ideal candidate?
- Include availability preferences in this section
Responsibilities:
- What are the key deliverables for this role?
- What does the day-to-day of this role look like?
Benefits:
- Compensation & bonuses
- Employee benefits & perks
- Ongoing training benefits
To find the best person for the role, you need to understand what the role involves. Before creating a Customer Service Agent job description, we recommend building your ideal Customer Service Agent Skills Profile. You can complete this skills profile with the hiring manager to define the role, contribution, and skills needed. Here are some examples of skills to include in your Customer Service Agent job description:
Conflict Resolution
Active Listening
Communication
Customer Service Agent Job Description
Are you a resilient Customer Service Agent who is passionate about providing the best possible customer service and thrives on solving problems?
Customer Service Agent Job Description Summary
Our company is seeking a Customer Service Agent to be the first point of contact for new and existing customers. We’re looking for someone who can build relationships quickly over the phone with customers experiencing problems or who have queries. You will be a fast and willing learner, demonstrate excellent listening skills, and always put the customer first. You will be a team player who provides feedback to internal teams on opportunities to develop and refine processes.
About Your Company
[Insert 3-4 sentences summarizing what your company does. Share your mission, vision, and a little bit about your product or service.]
Customer Service Agent Job Responsibilities
- Demonstrate the value of the brand and services at every customer interaction
- Respond to customers’ incoming calls and online enquiries, providing exceptional customer service at every interaction
- Deliver on KPIs and targets relating to customer excellence, retention, responsiveness, quality, and call handling
- Ownership of customer queries, delivering a first call resolution and highlighting potential repeat call drivers
- [Add or delete details about the role where necessary]
Customer Service Agent Job Requirements
- The ability to problem-solve and work in a team environment
- Excellent communication, interpersonal, and customer service skills.
- Fast learner with an ability to adapt techniques based on requirements.
- Knowledge of CRM software.
- The ability to problem-solve and work in a team environment
- [Add or delete details about the role where necessary]
Pro Tip
In building your candidate profile, remember you’ve already identified what skills are needed to succeed in the role. Here’s where to list your “must-have” skills and maybe a couple of “nice-to-have” skills. For example, a Customer Service Agent must empathize with customer’s concerns and problems, but it would be nice to have sales experience.
Customer Service Agent Benefits
- [List all of your company’s core benefits here]
- [This list might include health insurance, 401k matching, wellness or commuter reimbursements, and parental leave policies]
- [It also might mention nice perks like the office’s location, your dog-friendly environment, a flexible vacation policy, or meals provided]
- [Consider mentioning industry-specific benefits]
Pro Tip
Ensure that the entire recruitment process, from the job description to assessment to interview, reiterate your company vision and values. This will help you identify the right people for the role, and applicants will know whether your company is the right fit for them.
