Job description · Customer support · Full-time
Customer Service Representative job description
A customer service representative answers customers by email, chat, and phone, solves their problems on the first contact where possible, and leaves them glad they reached out. They are often the most frequent human voice of your brand.
Responsibilities
- Answer tickets, chats, and calls within agreed response times
- Resolve order, billing, and account questions using the help desk and macros
- Process refunds, exchanges, and credits within policy
- Escalate complex issues with complete notes so nobody asks the customer twice
- Tag tickets consistently so trends show up in reports
- Suggest new help articles and macro updates from repeated questions
Requirements
- Two or more years in customer service for a U.S. or international brand
- Warm, clear written and spoken English
- Patience and composure with frustrated customers
- Accurate with policies, order details, and account changes
- Comfortable handling a steady queue across channels
Tools
- Gorgias, Zendesk, or Help Scout
- Shopify or your billing system
- Slack
- Aircall or RingCentral
What success looks like after 90 days
- First response times consistently inside target
- Customer satisfaction scores at or above the team average
- Several macros and help articles added or improved
Screening questions
Ask these before you book an interview.
- Which help desk tools have you used, and for how long?
- What volume of tickets or chats did you handle per day?
- Reply in writing to a customer whose package is late.
- This is a full-time role working set hours each business day. Can you commit to that schedule?
Interview questions
- A customer wants a refund outside policy. Walk me through your reply.
- How do you keep your tone friendly on the 60th ticket of the day?
- Tell me about a time you turned an angry customer into a happy one.
- When do you escalate, and what do you include when you do?
Hiring tip
Score a written test reply on empathy, accuracy, and brevity separately. Many candidates are friendly but vague; the best are friendly and precise.
Customer Service Representative hiring FAQ
What does a Customer Service Representative do?
A customer service representative answers customers by email, chat, and phone, solves their problems on the first contact where possible, and leaves them glad they reached out. They are often the most frequent human voice of your brand. Day to day, the role covers work such as: answer tickets, chats, and calls within agreed response times, resolve order, billing, and account questions using the help desk and macros, and process refunds, exchanges, and credits within policy.
How much does it cost to hire a full-time Customer Service Representative from the Philippines?
We place a full-time Customer Service Representative from the Philippines for $1,800 a month. Every candidate passes our top 2% vetting, starts within 14 days, and comes with a 1-week trial backed by a replacement or refund. The price is a flat monthly rate for a dedicated full-time hire.
What skills should a Customer Service Representative have?
Look for: two or more years in customer service for a U.S. or international brand, warm, clear written and spoken English, patience and composure with frustrated customers, and accurate with policies, order details, and account changes. Common tools include Gorgias, Zendesk, or Help Scout, Shopify or your billing system, Slack, and Aircall or RingCentral.
What should a Customer Service Representative achieve in the first 90 days?
First response times consistently inside target, customer satisfaction scores at or above the team average, and several macros and help articles added or improved.
Can I copy and edit this Customer Service Representative job description?
Yes. Copy it with one click, edit it for your business, and post it anywhere. For a version built from your own task list, open it in our free job description generator, or book a strategy call and we will find the hire for you.
Want us to find your Customer Service Representative?
We place a full-time Customer Service Representative from the Philippines for $1,800 a month. Every candidate passes our top 2% vetting, starts within 14 days, and comes with a 1-week trial backed by a replacement or refund.