what is a customer service representative?
As a customer service representative, you're responsible for building and maintaining customer relationships. You advise clients, assist them in choosing your company's products and services, answer their questions, and handle any complaints. You have a keen sense of your customers' needs and know how to provide support efficiently. The way you interact with customers determines whether they stay loyal, as you are essentially the face of your company. In this way, you make a significant contribution to the company's success.
In your role as a customer service representative, you spend a lot of time on the phone. You answer emails, chat, and are active on social media. Often, you also have face-to-face contact with your clients. Your specific tasks vary depending on the position – as does your job title. For example, you might also be called an Account Manager, Key Account Manager, Customer Service Agent, or Customer Support Representative. But no matter what your job title is: as a customer care professional, you need strong communication skills and empathy. A can-do attitude also helps you find solutions that satisfy your clients.
Are you a solution-oriented person, and do you enjoy communicating with others? Then keep reading to find out what tasks await you as a customer service representative.
customer service representative jobsworking as a customer service representative.
A customer service representative or customer advisor is not a standardised job title. As a result, your responsibilities can vary significantly depending on the industry and company. Typically, however, you will be involved in the following tasks:
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your areas of responsibility
- Advising customers: As a customer service representative, you introduce interested clients to your company's products and services. You answer questions about technical details and provide helpful tips on how to best use a product. Additionally, you assist your customers with personalized product modifications.
- Taking orders: You conduct contract negotiations with your customers, receive orders, and process them. Since you have a good rapport with the clients, you also play an important role in marketing special offers and promotions. Handling cancellations, product returns, or exchanges is also partly part of your responsibilities.
- Troubleshooting: If a problem occurs, you work together with the affected customers and the relevant specialists to find a solution. For example, you assist with quality issues, delivery difficulties, or payment problems. Additionally, you handle complaints and ensure that warranty cases are processed.
- Analyzing customer feedback: You get in touch with the customers to find out if they are satisfied. You listen to their suggestions and recommendations and pass them on internally. You also respond to negative customer feedback on relevant platforms and social media. Whenever possible, you try to turn negative customer experiences into positive ones.
- Proactive customer support: You actively seek new clients across various channels. Among other things, you offer assistance to potential customers before they even ask, for example, by asking if they need help. Additionally, your responsibilities include reaching out to customers via social media and monitoring mentions of your company, its brands, and products there.
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who are your colleagues?
Depending on the industry and company, your colleagues may include other customer service representatives, support specialists, as well as sales and marketing professionals. To meet customer needs, you also collaborate with specialists such as engineers, software developers, or legal experts. However, your most important contacts are the customers. Depending on your role, you will develop a collegial relationship with some of them over the course of your work.
types of customer service representatives.
The activities that fall under the term "customer support" are as diverse as the companies that strive to serve and advise their clients. That's why there are different types of customer service representatives. The main ones are:
- Customer service representative: As a customer service representative, you handle customer inquiries, process complaints, and resolve issues for clients.
- Call center agent: As a call center agent, your main responsibility is to provide telephone support to customers. In the inbound sector, you answer incoming calls, while in the outbound sector, you make calls yourself—such as reaching out to win back customers. Depending on the call centre, you may also communicate with customers via email or live chat.
- Account manager: As an account manager, you are responsible for establishing contact with new clients and maintaining relationships with existing customers. For your clients, you are the first point of contact and the most important liaison within your company.
- Key account manager: As a key account manager, you take care of our most important large customers.
salary as a customer service representative.
how much do I earn as a customer service representative in a permanent position?
As a client advisor, you earn between 70,000 and 110,000 CHF per year. This is often supplemented by bonuses and other variable compensation components amounting to roughly 10 to 30 percent. If you work as a key account manager handling major clients, your total income including bonuses can range from 90,000 to 170,000 CHF. Your salary is significantly lower if you work in a call centre: as a call centre agent, you earn around 70,000 CHF per year.
in which industry do I earn the most as a customer service representative?
Banks pay out the best. In private banking, earning more than 200,000 CHF is not uncommon. Your income is also good in the pharmaceutical industry and at IT and telecom companies. Generally, larger international corporations tend to offer higher salaries than small and medium-sized enterprises. The additional benefits and perks are also more generous at bigger companies. Furthermore, work experience, specific industry knowledge, and foreign language skills have a positive impact on your paycheck.
training and further education as a customer service representative.
For call centre staff, there is the apprenticeship as a customer dialogue specialist. It lasts three years and concludes with the Federal Certificate of Competence. A general training as a customer service representative, however, does not exist. Most customer service representatives and customer service agents have completed a commercial or technical vocational training or an apprenticeship in sales. Certain industries, however, have specific requirements. If you want to work as a customer service representative at a bank, for example, you should have completed a banking apprenticeship. Essentially, the more complex a company's products or services are, the higher the requirements for the training of customer service staff. Some positions are therefore only accessible with a university degree.
what further training opportunities are available for customer service representatives?
As varied as the training paths are that lead to a customer service representative role, so diverse are the opportunities for further education. If you've completed an apprenticeship in sales or a call centre training, for example, you might consider taking the professional examination to become a sales specialist. Afterwards, you can pursue the higher vocational diploma to become a sales manager or marketing manager. With a technical vocational qualification, you have the option to earn the Swiss Federal Certificate as a technical business administrator. Additionally, a degree or postgraduate diploma in business administration can be beneficial for a customer service position. In this context, a postgraduate programme in key account management or sales management is particularly recommended. Such postgraduate courses are offered by higher technical colleges, universities of applied sciences, and universities.
presenting yourself as a customer service representative.
Every company relies on customers. That’s why there are hardly any industries where customer service representatives are not employed. Consequently, the job market offers a wide range of opportunities. You could work at a bank, an insurance company, a pharmaceutical manufacturer, a software firm, a mobile network provider, or a retail business. Depending on the industry and the company, your job title as a customer service representative may vary. Examples include financial or insurance advisor, sales consultant, account manager, or customer service consultant. The work locations also differ. In some roles, you work directly at the customer's site. In others, you work in your employer’s office, a showroom, or a call centre. Many customer service jobs also involve international travel and participation in trade fairs and exhibitions.
jobs for career changers as customer service representatives.
For most customer service jobs, there isn't a specific formal training required. In other words: entering the field from a different background is quite common and often the norm. However, it’s helpful if you have experience in a related area. For example, for a customer support role at a tool manufacturer, a craft or technical apprenticeship can be advantageous. It’s also important that you’re articulate and have a knack for sales. Depending on the position, employers may also expect you to hold a driver’s license. Additional training in sales or marketing can also boost your chances when applying. Larger companies often offer in-house training programmes to prepare you for a role as a customer service representative in their specific sector.
career opportunities as a customer service representative.
As a customer service representative, you have good opportunities for advancement. If you succeed in your role, you can work your way up to become a key account manager and take care of important business clients. If you're interested in dealing more with strategic aspects of customer care, you should aim for a position as a customer relationship manager. It's also possible to progress to roles such as customer service manager or sales manager. If you work as a call centre agent, you can become a coach and train other employees for work in the call centre. Additionally, you have the chance to become a team leader or supervisor.
key competencies of a customer service representative.
As a customer service representative, you are an important representative of your company. Therefore, you should possess the following skills:
- Communication skills: You communicate clearly and understandably in both spoken and written form, and you remain calm even in challenging situations.
- Empathy: You try to put yourself in your customers' shoes. The customers should feel understood and, at the end of the interaction, have a positive impression.
- Negotiation skills and strategic thinking: You think ahead and negotiate skillfully to shape the customer relationship to the mutual benefit.
- Solution-oriented attitude: You don't think in terms of problems, but in solutions, and you do your best for the customers.
- Digital skills: A large part of your work is done using digital tools. Therefore, it's important that you are comfortable working with these tools.
benefits of working as a customer service representative at randstad.
There are many good reasons to work at Randstad as a customer service representative.
✓ exciting jobs with well-known companies
✓ a reliable contact person whenever you need one, personal advice really matters
✓ attractive employment conditions and good social benefits
✓ continuing education courses and personal development opportunities
✓ clear information in the myRandstad app
✓ do you have a fixed-term contract? Often, there’s a chance to secure a permanent position afterwards. Many popular companies also recruit their staff directly through Randstad.
your professional development budget as a client advisor at randstad.
If you work as an assistant manager for Randstad, you have access to further training courses. As part of the TempTraining program from swissstaffing, you can attend training sessions. You will get the course fees reimbursed later, provided you pass the course exam. Your Randstad advisor is there to support you if you have any questions. This way, you can acquire additional language skills or job-specific knowledge, all during your working hours as a customer service representative.
application tips for customer service representatives at randstad.
Have you found your dream job as a customer service representative? It’s not just qualifications and certificates that determine the success of your applications. Careful, error-free, and personalized documents will definitely help you in your job search. Here are a few useful tips to improve your chances:
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1. find a customer service representative position
Search through the Randstad job offers. If you don’t find a position that’s a perfect fit, you’re still welcome to get in touch with us personally without any obligation or to create a Randstad profile.
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2. applying as a customer service representative
The job ad continues right away: apply online, give us a call, or send us an email.
Make sure your documents are complete.
✓ CV with photo
✓ work references & diplomasYou don't have a CV yet or only an outdated version? Create a new layout using a free online template.
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3. preparing for a customer service representative interview
A good preparation will help you stay calm during the customer consultation.
Here are some tips for your job interview.
frequently asked questions.
Here you will find information about the most frequently asked questions regarding the role of customer service representative.
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what does a customer service representative do?
As a customer service representative, you're responsible for maintaining good relationships with the clients. You advise customers about your company's products and services, answer their questions, and handle complaints. Many interactions happen over the phone. Depending on your role, you also communicate with customers via email or chat, or participate in face-to-face meetings.
Communication is your passion? Then read here to find out what tasks you have as a customer service representative.
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how much do I earn as a customer service representative?
Wages range from CHF 70,000 to CHF 110,000 per year. Often, you also receive a bonus. You earn particularly well as a customer service representative at a bank. Insurance companies, pharmaceutical firms, and IT companies also pay well. On the other hand, your salary is significantly lower if you work in a call center.
Would you like to earn good money by advising clients? Then search here for a job as a customer service representative.
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is being a customer service representative a good profession?
If you enjoy communicating with people and can stay calm even during delicate customer conversations: yes. Depending on your role and industry, there are good to very good earning opportunities. When it comes to career prospects, the profession of customer service representative also offers interesting perspectives.
You’ll learn more about the exciting role of customer service representative if you read the entire page.
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do I need experience to become a customer service representative?
For most customer service jobs, there isn't a specific formal training. That's why many employers prefer candidates who already have experience in customer contact. Depending on the position, you might also need a basic technical or commercial education, or a university degree. Further training in business administration, sales, or key account management can also be beneficial.
You have no experience yet? No problem. Just search here for an entry-level job in customer consulting or customer service, so you can gain the experience for your next career steps.
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what requirements do I need to meet to become a customer service representative?
As a customer service representative, you play a key role in shaping your company's image. That's why it's important to have strong communication skills and to be a skilled negotiator. To attract and retain customers, you need to make them feel that their concerns and questions are taken seriously. Essential prerequisites for a customer service representative include strategic thinking and a solutions-oriented, can-do attitude.
It’s not possible? You won’t find that with you? Then have a look here for an open position as a customer service representative.
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how do I apply for a vacant position as a customer service representative?
Applying for a customer service representative position is straightforward: create a profile on Randstad and browse our job listings for customer service roles in your area. Once you find a suitable position, send us your CV and cover letter.
Need help with your job application? Here are our tips for your job search.
