Rohit is an ideal customer service representative. He’s proactive, resourceful and patient—mindful of customer needs and capable of defusing tension in challenging situations. He knows that small gestures such as greeting customers by name or thanking them with personalized notes can go a long way in ensuring their satisfaction. He’s committed to helping customers meet their goals and goes the extra mile to exceed their expectations.


  1. Who Is A Customer Service Representative?

  2. Roles And Responsibilities Of A Customer Service Representative

  3. Qualities Of A Customer Service Representative

  4. Get Down To Business


Customer service representatives like Rohit are an asset to any organization, helping them maintain a strong customer base, attract new customers and expand business. But who is a customer service representative? What do they do? Let’s find out!

Who Is A Customer Service Representative?


In many ways, a customer service representative is the voice of an organization—a direct point of contact between organizations and customers. They assist, support and attend to customers throughout their journey. This includes answering questions, addressing complaints and resolving issues to ensure every customer has a satisfying and memorable experience. Boosting brand image and customer retention largely depend on a customer service representative.

Roles And Responsibilities Of A Customer Service Representative


The roles and responsibilities of a customer service representative vary according to industry. Here we look at a few of the common duties of a customer service representative:

  • Answering Questions

Being on the frontline of service, a customer service representative needs to be able to answer any product- and/or service-related question a customer might have, and offer proactive support. This requires customer service representatives to keep up with organization policies, product details and customer history. Maintaining a positive attitude throughout the process is essential to delivering an enriching customer experience.

  • Troubleshooting Issues

It’s the role of a customer service representative to analyze customer problems, identify root causes and provide necessary assistance. Troubleshooting involves asking probing questions to gain context and a thorough understanding of the issue, guiding the customer to help them resolve the problem or implementing a long-term fix in a prompt and efficient manner. It’s also a customer service representative’s duty to direct a customer to the appropriate department if they’re unable to troubleshoot the issue themselves.

  • Handling Complaints

Complaints go hand in hand with customer service. A customer service representative needs to effectively deal with customer complaints to sustain positive relationships. The first step is acknowledging a customer’s concern to show them they’ve been heard and understood. Then comes offering them support in response to their complaint, accommodating their needs and closing the conversation with an assurance of following up with them on their issue. A calm demeanor and speedy responses are of utmost importance while dealing with angry or frustrated customers.

  • Collecting Feedback

Customer feedback is essential to driving business growth. The role of a customer service representative includes asking for suggestions and collecting customer feedback on an organization’s products and/or services and the solutions implemented to resolve their issues. Customer service representatives must know the best way to approach each customer, showing them that their feedback matters and will be acted upon.


Their customer-centric role allows customer service representatives to offer organizations valuable insights on consumer behavior, brand image and problem areas. This helps organizations gain an overview of their business processes and implement changes, if necessary.

Qualities Of A Customer Service Representative


To deliver impactful customer service, organizations need competent customer service representatives. Let’s look at the top three qualities of a customer service representative:

  • Active Listening

Active listening is often considered a top quality in a customer service representative. It acts as the basis for meaningful customer interactions, helping customer service representatives understand customer needs and respond accordingly.

  • Problem-Solving

Problem-solving skills are a must to keep customers happy and coming back to the business. A good customer service representative assesses a problem from the customer’s perspective, identifies issues, finds a solution and follows up with customers to ensure their satisfaction.

  • Empathy

A customer service representative who can empathize with customers is able to put themselves in the customer’s shoes to deliver quality solutions that best meet their needs. Customers feel valued and appreciated, and are more likely to trust the brand.


Organizations that hire customer service representatives with the right traits and skill sets are able to build a loyal customer base and gain a competitive edge in business.

Get Down To Business


The roots of unsatisfactory customer service often lie in poor communication. A customer service representative must communicate with confidence using positive, straightforward language. They must avoid negativity and jargon to be able to get their point across without a shadow of doubt.

Harappa’s Confident Communication Program can be a customer service representative’s guide to communicating with impact. Through an integrated online-first learning journey, they learn to craft engaging communication, decode core objectives and tailor messages to the audience.

The program curriculum comprises a selection of application-oriented concepts from organizational behavior, personal leadership, cognitive sciences, creative thinking and communication practice. These include the Pyramid Principle, the Power of Three and the Cornell Note-Taking Method.

Built on Harappa’s 10 on 10 pedagogy, the program follows a Learn-Practice-Feedback-Repeat approach that aims to drive immediate behavior change. Equipped with must-have “Thrive Skills”, professionals become adept at active listening, persuasive communication and making compelling arguments—all while developing positive body language.

Want your customer service representatives to up their game? Get down to business with Harappa’s Confident Communication Program!

Explore Harappa Diaries to learn more about topics such as What Is Customer Service, Importance Of Customer Service, Customer Service Skills and Customer Service Interview Questions that will help organizations tap into employee potential.

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