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Customer Service Representative job description template
Say what the volume is, what the channels are, and what the person is allowed to decide. Those three omissions cause most early leavers.
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Customer Service Representative job description
About the role
We are looking for a Customer Service Representative to be the person our customers deal with when something needs sorting. You will answer questions across [channels], resolve what you can directly, and get the rest to the right place without the customer having to chase. You will work in a team of [size] and report to [role].
What you will do
- Answer customer questions across [phone, email, chat, whichever you use] within the response times you promise
- Resolve issues directly where you can, using the authority the role carries
- Escalate what you cannot resolve, with enough context that nobody has to ask the customer twice
- Keep records accurate in [your system], because the next person relies on them
- Spot patterns in what customers report and raise them rather than absorbing them
- Work with [other teams] when a resolution needs them
What we need
- Experience in a customer-facing role, in any sector
- Clear, calm written and spoken communication
- Able to hold a queue without letting the quality of answers drop
- Comfortable learning a new system and using it properly
Nice to have
- Experience with [your helpdesk software]
- A second language relevant to your customers
- Experience in [your industry], though we will teach the product
Before you publish the pay
This role is frequently advertised without pay and it costs applications, because candidates comparing several similar adverts use the range to choose which to answer. Give a range, and if there is a shift premium or bonus, say what it is worth rather than mentioning that one exists.
To appear in Google job results
Fill in title, location or remote, employment type, date posted, a valid-through date and the salary range. If the role is remote, set it as remote explicitly rather than leaving the location blank, because filtering in job results is mostly geographic.
Adapt it rather than pasting it. The parts worth rewriting are the opening paragraph and the must-haves, because those are what decide whether the right person applies. Our guide to writing a job description covers why.
When it is ready, publishing it on your own site keeps the listing, the applications and the candidate data with you, and generates the structured data that makes the role eligible for Google job results.
Common questions
Should I say how many contacts a day the person handles?
Yes. It is the single most useful number in the advert and its absence is why people leave in month two. A candidate who is happy with sixty conversations a day and one who wants twelve in-depth ones are both good hires, for different jobs. Saying which job this is gets you the right one.
Representative, Advisor, or Support Specialist?
Use whichever your candidates search for, which is usually Representative in the US and Advisor or Adviser in the UK. Internal-sounding titles cost you search visibility, and this is a role people find by searching the title.
How do I write it for a shift or weekend role?
Put the pattern in the advert, near the top, not in the small print. Somebody who cannot work Saturdays will not apply, which saves you both a fortnight. Hiding it produces offers that get declined at the last stage.
Publish it on your own site.
WP Career Board turns the fields you fill in into the markup Google reads, and applications land in a dashboard instead of an inbox. Free.