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What does a Customer Service Agent do?

Learn all about Customer Service Agent duties, skills and much more. Get expert advice on how to become a Customer Service Agent.

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Brenna Goyette
Certified Professional Resume Writer, Career Expert

Published 3 min read

A customer service agent is responsible for providing excellent customer service to customers. They must be able to resolve customer issues and complaints in a timely and efficient manner. They must also have excellent communication skills and be able to build positive relationships with customers.

Customer Service Agent job duties include:

  • Answer customer inquiries via phone, email, or chat
  • Investigate and resolve customer complaints
  • Process orders and returns
  • Provide information about products and services
  • Upsell products and services
  • Handle customer refunds and exchanges
  • Resolve billing issues
  • Train new customer service agents
  • Monitor customer service metrics

Customer Service Agent Job Requirements

A Customer Service Agent typically needs a high school diploma, although some jobs may require postsecondary education, and most jobs will provide on-the-job training. Many Customer Service Agents are required to have a professional certification, such as the Certified Customer Service Professional designation. Some companies may also require Customer Service Agents to have previous experience working in customer service or a related field.

Customer Service Agent Skills

  • Patience
  • Active Listening
  • Communication
  • Problem Solving
  • Empathy
  • Conflict Resolution
  • Time Management
  • Organization
  • Multi-tasking
  • Stress Management
  • Typing

Related: Top Customer Service Agent Skills: Definition and Examples

How to become a Customer Service Agent

A Customer Service Agent is a professional who provides support to customers by handling customer inquiries and complaints. They are responsible for ensuring that customers are satisfied with the products and services they receive. Customer Service Agents must be able to effectively communicate with customers, understand their needs, and resolve any issues they may have.

To become a Customer Service Agent, you will need to have excellent communication skills and be able to work well under pressure. You will also need to be patient and have a positive attitude. Additionally, it is important that you are able to stay calm in difficult situations.

If you have the necessary skills and qualities, you can begin your career by applying for customer service positions at various companies. Once you have been hired, you will undergo training which will teach you how to handle customer inquiries and complaints in a professional manner. With experience, you may eventually be promoted to a higher position such as Customer Service Manager.

Related: Customer Service Agent Resume Example

Related: Customer Service Agent Interview Questions (With Example Answers)