Inbound Customer Service Representative - Hire or get hired
Your complete guide to the Inbound Customer Service Representative Role: Duties, salary & hiring tips
Purpose of the Inbound Customer Service Representative
The Inbound Customer Service Representative handles incoming calls, providing solutions and support for customers in a courteous and efficient manner.
Inbound Customer Service Representative's duties and responsibilities
• Call Handling:
Answer high volumes of inbound calls and provide accurate responses.
• Customer Support:
Assist with order tracking, product enquiries, and service requests.
• Systems Use:
Update customer details and ticket status in internal systems.
• Quality Assurance:
Maintain service levels and adhere to call handling guidelines.
• Feedback:
Escalate trends or unresolved issues to supervisors.
Answer high volumes of inbound calls and provide accurate responses.
• Customer Support:
Assist with order tracking, product enquiries, and service requests.
• Systems Use:
Update customer details and ticket status in internal systems.
• Quality Assurance:
Maintain service levels and adhere to call handling guidelines.
• Feedback:
Escalate trends or unresolved issues to supervisors.
Requirements and qualifications for a Inbound Customer Service Representative
• Call centre or customer service experience preferred
• Calm and professional phone manner
• Good computer literacy and multitasking ability
• Strong listening and empathy skills
• Time management and team collaboration
• Calm and professional phone manner
• Good computer literacy and multitasking ability
• Strong listening and empathy skills
• Time management and team collaboration
Hiring an Inbound Customer Service Representative or looking for your next Inbound Customer Service Representative job?
Whether you're an employer seeking a skilled Accounts Payable Manager or a candidate ready for your next career move, we can help.
Submit your resume or request top talent today – our expert Business Support recruiters are ready to assist.
Add your custom HTML here
Our latest jobs
36%
Retaining staff was accounting leaders #1 challenge in 2022
77%
Qualified roles were the most difficult to fill for accounting leaders in 2022
58%
Hired temporary or contract staff in 2022 to fill an immediate need
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.
