What Is A Customer Service Representative?


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Mark Westbrook answered
A customer service representative is someone who represents the public face of the company for whom they work. This means that they are at the 'service' of the 'customer'. They often deal with basic issues that have arisen and are the front line troops that deal with complaints.

Some customer service representatives are literally 'customer facing', this means they meet their customers in real life and deal with the customer's issue face to face. Other customer service works work in call centres and these days even chat rooms. These representatives must have an excellent phone manner and understand how to communicate effectively with someone who is not face to face with them.

Sometimes sales people use this term to describe their job, it is away of trying to get past the customer's defenses but it is soon clear that they have something to flog and not their to service the customers' needs.

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