Customer Service Representative
About the role
[Company name] is hiring a Customer Service Representative to help our customers by [phone, email, chat or a mix]. You will answer questions, solve problems on the first contact where you can, and pass on the ones you cannot with clear notes. You will report to [team lead or manager title] and work [onsite, hybrid or remote].
Responsibilities
- Respond to customer questions and requests by [phone, email, chat].
- Resolve issues on the first contact where possible, and escalate the rest with complete notes.
- Record every interaction in [help desk or CRM system].
- Explain products, policies and next steps in plain language.
- Process orders, changes, returns or refunds within [your authority limits].
- Spot repeat problems and share them with [product, operations or training team].
- Meet the team's response time and quality expectations: [describe how they are measured].
- Keep help articles and internal notes accurate when something changes.
Requirements
- Experience in a customer facing role, or another job where you helped people solve problems.
- Clear written and spoken English [and other languages if needed].
- Calm and courteous with customers who are frustrated.
- Comfort learning new software quickly.
- Availability for [shifts, weekends or holidays, as they apply].
Nice to have
- Experience with [your help desk or CRM tool].
- Experience in [your industry].
- Bilingual ability useful to [your customers].
- Experience writing help articles or macros.
Pay, schedule and benefits
Schedule: [shift pattern and any rotation]. Pay: [pay range or hourly rate]. Benefits: [short summary]. Training: [describe onboarding]. Equal opportunity statement: [use the wording your HR or legal advisor provides].