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Customer Service Job Descriptions

Customer Service Job Descriptions

Almost all companies have customer service jobs with employees in these roles managing enquiries, making sales, solving problems, and resolving the complaints of clients and customers. With every company vying for the best talent, there is a shortage of skilled customer service professionals in the UK, creating woes for employers seeking to fill such positions.

To attract customer service representatives, team leaders, and managers, your job description should effectively communicate the technical skills, soft skills, qualifications, and experience required. However, it is easy to get this wrong, and if you do, you will end up with poor quality applicants, CVs, and interviews.

To ensure you get worthy candidates and do not waste a significant amount of time filtering out the unqualified, you should create your advert using a job description template. Here we share examples for each role within customer services to help you find the right employees the first time.

Customer Service Manager Job Description

Customer Service Managers are responsible for overseeing the customer service team and resolving escalated customer complaints.

Customer Service Manager job description example:

We are searching for an experienced Customer Service Manager to join our company. In this role, your duties will include maintaining our customer’s overall satisfaction by leading the customer service team’s standards, training, and goals.

We expect you to take ownership of achieving sales targets, mentoring staff, resolving escalated issues, and motivating the team.

To succeed as a Customer Service Manager, you will need strong leadership skills, remain calm under pressure, and have previous management experience. You will be computer literate and have excellent administrative skills.

Customer Service Representative Job Description

Customer Service Representatives answer incoming calls, help customers resolve issues, and cross-sell products and services. 

Customer Service Representative job description example:

Our company is seeking a Customer Service Representative to join our busy office. Working as part of our customer service team, you will be responsible for answering incoming telephone calls and responding to customer emails.

You will show empathy when dealing with customer issues and have a talent for spotting opportunities to cross-sell our products. You will maintain records of conversations, ensure customer satisfaction, and effectively manage your time.

To be successful in our Customer Service Representative role, you will need computer proficiency, excellent interpersonal skills, and a drive to meet your sales targets.

Customer Service Job Description

Customer Service roles can be office-based or remote positions that handle inbound calls and emails.

Customer Service job description example:

We are searching for a talented individual to work as part of our Customer Service team. In this role, you will be responsible for fielding inbound calls and emails, resolving problems, and answering customer questions.

We expect you to provide customer satisfaction, meet call and sales quotas, and maintain accurate call logs and databases. You will provide a sympathetic ear when listening and talking to clients before providing solutions to their issues.

To find success within the Customer Service role, you will be familiar with call handling software coupled with outstanding multitasking and verbal communication skills.

Customer Service Advisor Job Description

Customer Service Advisors communicate with clients, informing them how to solve problems with products and services.

Customer Service Advisor job description example:

Our business is hiring a Customer Service Advisor who will use their industry and technical expertise to help our customers with problems relating to our products and services.

In this role, you will answer incoming calls, handle complaints, and where appropriate, sell our related products. You will follow company policies and procedures and work with a customer satisfaction-based mindset at all times.

To excel in our Customer Service Advisor position, you need excellent written and verbal communication skills, project empathy, be a team player, and effectively prioritise and organise tasks.

Team Leader Job Description

Team Leaders direct a team of customer service representatives and operate as a contact point between team members and management.

Team Leader job description example:

We are looking for a Team Leader to act as a contact point between individuals and management. In this role, you will oversee the actions of your customer service team members, creating work schedules and ensuring standards and sales goals are met.

Your duties will include encouraging team members, reviewing their performance, guiding their decision-making, and holding start-of-shift meetings. You will cultivate the team’s identity and build trust between workers and our company.

To succeed as a Team Leader, you will need outstanding leadership skills, work effectively under pressure, make quick, intelligent decisions, and possess excellent organisational skills.

Customer Service Assistant Job Description

Customer Service Assistants spend most of their time talking to clients on the phone or responding to questions raised in chat sessions initiated on the company’s website.

Customer Service Assistant job description example:

We are seeking a positive and upbeat Customer Service Assistant to communicate with our clients on the telephone or via chat and email. In this role, you will be responsible for updating customer records and profiles and meeting sales targets.

Your duties will include processing sales and refunds, resolving complaints, arranging services, and improving client satisfaction.

To succeed as a Customer Service Assistant, you will need GCSEs in maths and English, one year of previous experience in a customer service or sales role, be technically proficient, and communicate in an authentic and informative manner.

Call Centre Job Description

Call Centre staff work in small, medium, and large teams responding to incoming calls, messages, and emails.

Call Centre job description example:

Our company is hiring Call Centre staff to work in our busy office. Working as part of the call centre team, you will answer telephone calls, resolve customer issues, sell additional products, and answer questions.

In this role, you will follow scripts and adhere to our company policies and procedures. You will be responsible for hitting targets, taking part in training, maintaining call records, and building client relationships.

To be successful in a Call Centre position, you will need prior experience, familiarity with CRM systems, have a professional telephone manner, and talent for resolving problems.

You can view job descriptions for all roles here.

Customer Service Job Descriptions

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    Customer Service Representative Job Description
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    Customer Service Manager Job Description
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    Customer Service Job Description
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    Customer Service Assistant Job Description
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    Customer Service Advisor Job Description
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    Customer Assistant Job Description
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    Call Centre Job Description
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    Team Leader Job Description
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    Customer Service Officer Job Description
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    Call Centre Manager Job Description
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    Biochemist Job Description
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    Supervisor Job Description
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    Service Manager Job Description
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    Service Coordinator Job Description
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    Customer Support Representative Job Description
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    Customer Support Manager Job Description
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    Customer Support Executive Job Description
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    Customer Success Manager Job Description
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    Customer Service Supervisor Job Description
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    Customer Service Associate Job Description
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    Bilingual Customer Service Representative Job Description
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