No matter the title, this persons primary job is customer happiness and satisfaction.

He or
she is usually the first one to answer the phones at a companys headquarters, for instance,
and is usually also the person behind a service desk at a store or business branch office.
What the Work Requires
Job requirements to be a customer service representative vary tremendously. People who
tend to be most successful at their work have ecellent manners, can handle problem
customers, and usually possess ecellent telephone skills. !any of these workers also have
basic to advanced computer skills, and a number of them possess hi"h#level office skills.
$epresentatives often have multiple means of communicatin" with customers. %hey must
usually be able to field requests for information over the telephone, throu"h fa, and in
writin" in either standard mail or e#mail. &n lar"e e#commerce companies, customer care
representatives may do little more than respond to customer e#mail. %hey may also facilitate
in#person meetin"s throu"h various conferencin" or messa"in" methods, some of which
may happen over the &nternet.
%hey should always represent the core values of the company with pride adherin" to the set
'()s
*nsolicited advertisin" or marketin" may also fall under the customer service
representatives job description. !any companies build their customer bases by directly
reachin" out to potential buyers, usually over the phone.
Service representatives may also be called on to handle disagreements or settle
disputes between customers and the parent company. +alls placed to most service#
oriented businesses, like utilities companies, insurance companies, or banks, are usually first
routed to a customer service representative. &f that person is unable to resolve the problem
or does not have the epertise or power to come up with a solution, the call is often
transferred to amana"er. $epresentatives dont make the rules and are usually limited by
their company in terms of what they can do.
The key purpose of the CSR role is to respond to BB customers or BC consumers
relating to B!"s products# services# fuel and marketing operations in an efficient# cost
effective and customer responsive manner. Customer contacts will vary from phone# fa$#
email# written requests and communications.
+, +'$s are required to have a broad understandin" of all +ustomer 'ervice processes to
enable a high percentage of first contact resolution and will continually mana"e customer
epectations throu"h various contact channels. +, +'$s are the first point of contact for -P
telephone based enquiries.
+'' +'$s are required to have a deep understandin" of specific processes . systems to enable
them to efficiently support +ustomers, the +ustomer ,acin" +'$ team and -P internal
departments. +'' +'$s are the first point of contact for any written form of enquiries from
+ustomers . +onsumers. %hey are also the first point of contact by internal customers from the
-P -usiness and third parties.
%irst point of contact for B! telephone based enquiries and&or for any written form of
enquiries from both new and e$isting customers and consumers or by internal customers
within the B! Businesses.
/ Supporting the businesses. Working with 'ccount (anagers and other )ead *ffice
teams to achieve business specific ob+ectives and goals.
, -nteract with customers in a professional# friendly and efficient manner and to quickly
escalate concerns about meeting service levels or deadlines.
/ Provide a level of customer service consistent with the set 0P&', 'ervice (evel )"reements and
+ustomer 'ervice functions core values.
, )andle all customer and support requests in a professional and timely manner from the
first contact through to a satisfactory completion or resolution
/ .og# assign and track progress of queries and customer requests from receipt to
completion# recording progress of these on a weekly basis in our CR( system# called
S-/B/..
/ 1scalate activities that are not actioned by assi"nees.
/ /scalate any high risk customer issues 0financial# legal# reputation1.
/ Contribute positively to achieving individual# team and organisational targets.
/ Provide accurate information to both business customers and support teams throu"h the correct
use of all information technolo"y systems.
/ /nsure data is accurately entered and maintained in all Customer Service and data
collection systems# minimising errors and resultant financial losses.
/ 1hibit stron" %eam Player characteristics, constructive communication and active listening
skills at all times.
, 2isplay fle$ibility and adaptability to work with and assist other teams within the
organisation.
/ 2evelop and maintain a professional working relationship with internal and e$ternal
stakeholders.
/ +'$ may have 2'pecialist3 responsibilities 4e.". defined customers or process skills5 as well as
the 2'hared3 responsibilities described above
/ +ompliance with -P H''1 Policies as detailed in the -P employee handbook.
)ble to demonstrate awareness of customer 0or consumer1 and Business needs6 ability to
provide quality customer service6 ability to problem solve customer issues.
, Strong time management and organisation skills
)ll candidates will have the followin" 4minimum5 abilities7
# )ble to meet ti"ht deadlines.
# )ble to consistently review and adapt approach and style to meet ever chan"in" requirements.
# )ble to mana"e conflictin" work issues and deadlines usin" team structure and by ne"otiatin"
timeframes on work in order to ensure deliverable deadlines are met.
# )ble to build contin"ency plans into daily work to deal with unforeseen circumstances in order to
minimise potential problems.
# )ble to actively promote a positive team environment and build networks effectively to enhance
and share knowled"e.
"Tell me about a time when you had to deal with an angry customer. Describe the
circumstances, the actions you took, and the eventual outcome."
Here are a few examples of legally defensible behavioural interview questions
that will assist in uncovering core competencies in an interview.
!hat has been a particularly demanding goal for you to achieve" #This
question taps into the candidate$s achievement orientation and requires
them to explain the obstacle and their thought process and actions to
overcoming the obstacle%
&an you think of a situation in which an innovative course of action was
needed" !hat did you do in this situation" #This allows you to uncover
whether the candidate can develop innovative solutions to work'related
problems, and identify potential opportunities and ways to capitali(e on
them%
!hat are the typical customer interactions you have in your present
position" &an you think of a recent example of one of these" #This
question focuses on the candidate$s customer service orientation%
Have you ever been in a situation where you have had to take on new
tasks or roles" Describe this situation and what you did" #This question
allows you to probe into the candidate$s degree of flexibility%
)n your present position, what standards have you set for doing a good
*ob" How did you determine them" #This question allows you to uncover if
the candidate has high work standards%
)t is helpful to give interviewers guidelines #i.e. target behaviours% to evaluate
answers. +or example, knowing to ask about action'orientation is only useful if
you know how to discern a good answer from a bad one. This is easiest if the
company has already behaviourally defined the core competencies in the first
place, since the target behaviours are clearer. !e have included a sample
interview guide of this type in this report, the position it applies to is the service
centre &ustomer -ervice .ssociate position.