Customer Service Representative - Hire or get hired
Your complete guide to the Customer Service Representative Role: Duties, salary & hiring tips
Purpose of the Customer Service Representative
The Customer Service Representative responds to customer enquiries via phone, email, or chat, providing product and service information while resolving issues quickly and professionally.
Customer Service Representative's duties and responsibilities
• Customer Support:
Respond to inbound enquiries and deliver high-quality service.
• Issue Resolution:
Troubleshoot and resolve problems promptly.
• Product Knowledge:
Stay updated on company products, policies, and services.
• Data Entry:
Log customer interactions in CRM systems accurately.
• Teamwork:
Collaborate with other departments to resolve customer needs.
Respond to inbound enquiries and deliver high-quality service.
• Issue Resolution:
Troubleshoot and resolve problems promptly.
• Product Knowledge:
Stay updated on company products, policies, and services.
• Data Entry:
Log customer interactions in CRM systems accurately.
• Teamwork:
Collaborate with other departments to resolve customer needs.
Requirements and qualifications for a Customer Service Representative
• Strong communication and interpersonal skills
• Previous experience in a customer service or call centre role
• High attention to detail and data accuracy
• Problem-solving and conflict resolution ability
• Familiarity with CRM or ticketing platforms
• Previous experience in a customer service or call centre role
• High attention to detail and data accuracy
• Problem-solving and conflict resolution ability
• Familiarity with CRM or ticketing platforms
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Business Support Market Update
In 2025, the recruitment landscape continues to evolve, with AI integration and digital proficiency becoming more critical than ever. Organisations are prioritising automation, process optimisation, and AI-powered customer interactions to drive efficiency. Nearly half of business support professionals highlighted AI-assisted content creation, process automation, and chatbot management as emerging priorities, reflecting the sector’s rapid digital transformation. As a result, candidates with strong adaptability to AI-driven tools are in higher demand.
While customer satisfaction remains the top priority at 70%, there is a notable rise in strategic initiatives such as automating admin processes (50%) and supporting leadership with insights (47%). The demand for transferable skills remains high at 70%, reinforcing the shift toward versatile talent. However, tenure rates indicate a slight increase in short-term employment, with 23% of employees staying less than two years, compared to 18% last year, likely reflecting a challenging job market.
Flexible working arrangements remain stable, with 77% of businesses making no changes, up from 70% in 2024. Hiring trends indicate a cautious approach, with customer service and admin roles remaining in demand. As businesses adapt to AI-driven efficiencies, the focus in 2025 is on balancing automation with human-centric skills to maintain engagement and service quality.
While customer satisfaction remains the top priority at 70%, there is a notable rise in strategic initiatives such as automating admin processes (50%) and supporting leadership with insights (47%). The demand for transferable skills remains high at 70%, reinforcing the shift toward versatile talent. However, tenure rates indicate a slight increase in short-term employment, with 23% of employees staying less than two years, compared to 18% last year, likely reflecting a challenging job market.
Flexible working arrangements remain stable, with 77% of businesses making no changes, up from 70% in 2024. Hiring trends indicate a cautious approach, with customer service and admin roles remaining in demand. As businesses adapt to AI-driven efficiencies, the focus in 2025 is on balancing automation with human-centric skills to maintain engagement and service quality.
