what is it like to work as a customer service representative?
Customer service representatives assist clients with placing orders and handling any complaints that arise. They provide information and answers to questions related to the company's products and services. Additionally, they process returns and, if necessary, escalate complaints to other departments or relevant colleagues. In higher customer service roles, such as supervisors or team leaders, responsibilities expand to include overseeing, supporting, and guiding team members' work.
A key requirement for this role is a patient and calm demeanor. Customer service representatives' most important responsibility is to handle even angry customers with empathy, understanding, and reassurance, while simultaneously working to find solutions to their issues. They must remain composed as they respond to customer complaints through various communication channels and provide detailed, accurate information about the company's products or services.
what does a customer service representative do?
The responsibilities include maintaining ongoing communication with clients, recording incoming complaints and inquiries in the internal system, and managing the relationship between the company and its customers. The role may also involve coordinating with colleagues from other departments and preparing reports. The majority of the workday is spent in front of a computer, and the employee regularly participates in training sessions on the use of various software applications.
check out our latest customer service job openings.
customer service representative jobs
average salary of customer service representatives.
Our salary calculator allows you to explore pay ranges and compare how much a beginner or experienced customer service representative earns. In addition to the base salary, most companies offer shift allowances when coverage is needed outside regular working hours. You may also receive other benefits such as cafeteria packages, health insurance, home office support, or annual bonuses.
want to know how much a customer service representative earns? check out our salary calculator!
salary calculatorhow can you earn more as a customer service representative?
It’s possible that a higher education degree isn’t mandatory for this position; however, obtaining a diploma can sometimes improve career prospects and earning potential. At the same time, the salary for this role mainly depends on relevant experience and foreign language skills. Language allowances are not uncommon, especially in fields where active use of a second foreign language alongside English is required. Proficiency in specialized languages at an advanced level can be a significant advantage for positions that demand daily use of those languages. However, it’s important to note that language skills not relevant to the job typically do not lead to higher pay.
Work location can also impact earning prospects, as Budapest has the highest demand for customer service representatives. This drives up salaries and can even enhance the benefits package.
types of customer service representative positions.
Customer service roles can be categorized into two main groups:
Based on the support platform:
- Customer service phone agent: communicates with customers over the phone. handles incoming calls, answers questions, and assists customers in resolving their issues.
- Email customer support: responds to incoming customer emails and inquiries. Provides written assistance related to purchasing or service processes.
- Chat customer service representative: communicates with customers via live chat on the company's website or app. Provides quick, real-time responses.
Positions where you need to support customers on all three platforms are quite common, sometimes even simultaneously.
Based on the area of support:
- Complaint handling agent: handles inquiries related to general questions, orders, returns, and complaint reports, recording them in the system. Processes related to orders and refunds, as well as complex issues, are forwarded to the appropriate teams.
- Customer service / client support representative: maintains relationships with existing clients, responds to incoming inquiries, and facilitates processes between the two parties. Often involved in order management as well and actively communicates with other departments.
- Social media customer service representative: monitors and manages the company's social media platforms. responds to inquiries, and assists customers during their purchases.
- Technical support staff: assisting customers with technical issues. At Level 1, primarily resolving simple problems such as password resets, document management, and printer setup. More complex system issues are handled by the Level 2 team, which deals with software installation, maintenance, and troubleshooting.
working as a customer service representative.
A customer service representative communicates on behalf of the organization with existing and potential customers. Get to know the specific tasks and work environment associated with the role, as well as the opportunities for growth.
-
customer service representative responsibilities
The responsibilities of a customer service representative may include the following:
- Answering general and specific questions about the company. You need to be familiar with all the details of the organization's offerings, services, and products to provide accurate information. You should deliver comprehensive responses and reassure new clients.
- Receiving and processing orders and transactions. Ensures that customers receive the right products on time. Additionally, handles product returns, exchanges, and order cancellations.
- Troubleshooting and problem resolution, technical support. Assists clients with installing, maintaining, and updating applications.
- Collecting and analyzing customer feedback: This allows for tracking customer satisfaction and verifying whether the insured remedies have been implemented. The feedback also helps identify areas for improvement in the product or service.
-
work environment
Customer service team members generally have the option to work both in the office and remotely, depending on the company and their scheduled hours. The most common setup is a hybrid model, where employees are expected to work in the office 2-3 days per week. Some companies require team members to perform their duties in call centers. In rarer cases, full remote work is also permitted.
-
who does a customer service representative work with?
Depending on the employer or industry, your colleagues may include call center agents, customer service advisors, customer service administrators, service representatives, frontline support staff, and helpdesk personnel. They work closely with the customer service manager, regional sales agents, marketing managers, and other professionals, such as sales managers, client consultants, or accountants.
-
working hours schedule
Most companies have extended office hours to ensure support is available to customers for as long as possible. Depending on the service, it's common to work overnight or on weekends, and some teams provide 24/7 coverage. Shifts typically last 8 or 12 hours, with a maximum of 40 hours per week. These shifts usually rotate among team members.
In customer service roles, part-time options are relatively rare; most companies prefer a 40-hour workweek.
-
opportunities for growth
As a customer service professional, there are exciting opportunities to advance your career. The next step in the customer service career path is becoming a Senior team member. After a few years of experience, you can progress to roles such as trainer or team leader, especially if you are motivated to manage and support colleagues. With extensive experience spanning many years, you can also move into a customer service operations manager position. If you're interested in other areas and have successfully performed in customer service roles for several years, there are often opportunities to transition into different business sectors, such as account management, order processing, or sales.
-
why it's worth finding a customer service job through randstad
There are several advantages to working with a Randstad consultant when searching for a customer service position:
- Candidate care is our top priority, so we take your needs into account and provide personalized assistance to help you find the job that best matches your assessed preferences
- Because of our specialized teams, a consultant with in-depth knowledge of the business services sector of the labor market supports the selection process.
- The open positions within our existing and continuously expanding client base are often not listed on other platforms
- You can find a wide range of job opportunities on our website, and multiple positions can be applied for at the same time
- Through close relationships and communication with our clients, we are able to provide candidates with comprehensive and detailed information packages
- We provide continuous communication and follow-up on both the company's and the applicant's side
- In addition to interviewing, we support our candidates with CV advice, English language testing and feedback, preparation for client interviews, and relevant materials
Whether you're looking for a fixed-term or permanent position, we're here to help you find the job that suits you best.
required studies and skills.
studies.
For the customer service position, there is generally no need for a specialized higher education degree. Many entry-level roles are available, and most companies look for candidates with the following qualifications:
-
intermediate level qualification
It is possible that a high school diploma (equivalent to a high school graduation certificate) may be sufficient for customer service positions. In Hungary, many companies are open to applicants with an intermediate level of education. However, for business service centers, they typically prefer candidates with a university degree.
-
language skills
If a customer service representative needs to communicate not only in Hungarian but also in other languages (for example, English), a high level of proficiency and active use of the language is the minimum requirement. In addition to English, having a high level of proficiency in a second foreign language increases job opportunities.
skills.
For many other roles, customer service representatives need to be able to work on a computer to create customer accounts, record and update incoming inquiries and complaints. Additionally, the following skills are required for the job:
-
good listening skills
Active attention is a fundamental skill to understand customers, interpret their issues, and adapt to their needs. It’s important to remain empathetic so that customers feel heard during interactions. You should take the time to talk with clients and truly understand their questions in order to resolve their problems.
-
patience
Self-control is one of the most important skills in this role. You need to stay calm when customers are frustrated. Additionally, it’s essential that the customer feels satisfied with how their issue is handled and with the quality of the service provided.
-
problem-solving skills
You need to be able to work independently and confidently, with a proactive approach to tackling issues, in order to perform your job effectively and quickly find solutions to emerging questions. As a customer service representative, you should adopt a systematic approach and pay attention to detail when managing processes. Employers expect individuals in this role to be creative and resourceful, capable of independently proposing solutions, and willing to do everything possible to assist customers.
-
adaptability
In daily work, you can expect that you never know in advance what to anticipate regarding calls or messages. Good customer service representatives handle legitimate issues or complaints appropriately and calmly, effectively conveying information to the customer without causing anxiety or stress. It’s important to stay mentally flexible, even when responding to complaints from different people across various platforms, sometimes simultaneously.
frequently asked questions.
We have compiled the most frequently asked questions regarding the customer service representative role:
-
what does a customer service representative do?
A customer service representative handles numerous incoming calls, emails, or messages daily, listening carefully to customers' questions or concerns while keeping their satisfaction in mind. They possess in-depth knowledge of the products or services and provide detailed and accurate information. Additionally, they may process orders and handle refund requests in some cases. Sometimes, the company may seek suggestions from customer service staff on how to improve customer satisfaction and reduce the number of complaints received.
-
what are the tasks and responsibilities of customer service representatives?
Customer service representatives are responsible for receiving incoming inquiries, tracking and recording all interactions with clients, and taking the necessary steps to ensure every customer is satisfied. Their role involves resolving issues and answering customer questions.
-
what skills does a good customer service representative have?
Customer service representatives must have excellent communication skills, as they interact with a wide variety of clients every day. Success comes when they possess emotional intelligence and can communicate with customers in a positive, calm, and friendly manner. It is expected that they have persuasive speaking abilities while also demonstrating empathy towards those who approach them with issues related to the company.
-
what is a CSR position?
A CSR (customer service representative) role involves supporting customers and acting as a liaison between the company and its clients. They answer questions, respond to complaints, and work hard to ensure customers are satisfied with their purchases and the services they receive. They often communicate with customers via phone, email, chat functions, or social media channels.
-
what are the three most important qualities of customer service?
The three key qualities of customer service are professionalism, patience, and attitude—putting people first. These qualities help customers feel more comfortable and ensure their needs are met.
-
how can I apply for a customer service representative position?
Applying for a customer service position is easy: create your Randstad profile and browse our job offers near you. Once logged in, you can apply with just one click to the opportunity that interests you on our website!
