The Customer Service Representative helps customers resolve questions and problems quickly and politely across phone, email, chat and WhatsApp. They follow support SOPs, record every interaction and pass on feedback that helps the company improve.
Also known as: Customer Support Executive, Customer Care Executive, Customer Success Associate
The responsibilities a Customer Service Representative owns and the duties they perform.
The job information and the skills this role needs.
How to measure whether a Customer Service Representative is succeeding.
In Piplhr, KPIs become recurring daily and weekly reports that each person submits - see Reporting & KPI tracking.
The Customer Service Representative helps customers resolve questions and problems quickly and politely across phone, email, chat and WhatsApp. They follow support SOPs, record every interaction and pass on feedback that helps the company improve.
Key responsibilities include: resolve customer queries within response and resolution targets; follow refund, replacement and complaint SOPs accurately; maintain a polite, professional tone in every interaction; keep ticket records complete and accurate; escalate issues correctly to the right team.
Technical skills: Ticketing and CRM tools, Product knowledge, Written communication, Typing speed, Following SOPs. Soft skills: Patience, Empathy, Active listening, Calm under pressure, Problem solving.
A Customer Service Representative typically reports to the Customer Support Team Leader or Manager.
Higher secondary or bachelor's degree, with 0-2 years in customer service or a customer-facing role.
A practical method for defining roles and responsibilities in your team - what to include, how to avoid gaps and overlaps, and a template you can use for every position.
Devendra GohelAugust 21, 2026 · 5 min read
A step-by-step guide to writing job descriptions - job title, summary, responsibilities, job specification and more - plus the difference between a JD and a job specification.
Rahul ParghiAugust 24, 2026 · 5 min read
A complete employee onboarding checklist covering pre-boarding, the first day, the first week, and the 30-60-90 day plan - with who owns each step.
Rahul ParghiAugust 27, 2026 · 4 min read
