Customer Service Representative

What does a Customer Services Representative do?

Customer service representatives are responsible for handling customer complaints, inquiries, and business relationships over the phone or online. Employment for this role is expected to grow very strongly to 2022, from 39,500 workers in 2017 to 46,300 by 2022. 32,000 job openings are expected over this time from workers leaving and new jobs being created.

What are the key skills of a Customer Services Representative?

Customer service representatives require excellent telecommunication skills, a strong knowledge of their business, and good leadership skills to train others in their field.

• Strong interpersonal skills for maintaining positive customer-business relationships
• Thorough knowledge of business and services to respond to customer inquiries
• Effective leadership skills for training and guiding newcomers in their field
• Strong listening skills to thoroughly understand and assist with customer predicaments
• Ability to keep calm and level-headed in the face of angry or upset customer contact
• Strong organisational skills to ensure operational efficiency in the workplace

How to become a Customer Services Representative

There are no minimum educational requirements to become a Customer Services Representative, however, it may be beneficial to have completed Year 10 or have relevant work experience.

To thrive in the role as Customer Services Representative, you'll need to have excellent communication skills and be comfortable in using various office administration applications, such as Microsoft Office.

We recommend studying a BSB30120 - Certificate III in Business if you want to improve your communication and administration skills as Customer Services Representative.