Customer Service Associate Job Description

This template is designed to help you draft a comprehensive job description for a Customer Service Associate position. It outlines the key responsibilities, qualifications, and skills necessary for the role, aiming to attract candidates who are effective in customer service and align with your organization’s customer support and satisfaction goals.

A Customer Service Associate is responsible for handling inquiries, complaints, and providing information about products/services. They play a critical role in maintaining customer satisfaction and loyalty, often being the first point of contact for customers.

Customer Service Associate Job Description Template

We are looking for a customer-oriented Customer Service Associate to join our team. In this role, you will be the face and voice of our company, directly interacting with our customers to address inquiries and resolve issues, ensuring a high level of customer satisfaction and maintaining the company’s reputation for excellence.

Customer Service Associate Responsibilities

• Manage large amounts of incoming calls, emails, and customer service inquiries.
• Identify and assess customers’ needs to achieve satisfaction.
• Provide accurate, valid, and complete information by using the right methods/tools.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Keep records of customer interactions, process customer accounts, and file documents.
• Follow communication procedures, guidelines, and policies.
• Take the extra mile to engage customers.
• Work with customer service manager to ensure proper customer service is being delivered.
• Resolve product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

Customer Service Associate Reports To

• Customer Service Manager
• Team Lead

Customer Service Associate Requirements

• Proven customer support experience or experience as a Client Service Representative.
• Strong phone contact handling skills and active listening.
• Familiarity with CRM systems and practices.
• Customer orientation and ability to adapt/respond to different types of characters.
• Excellent communication and presentation skills.
• Ability to multi-task, prioritize, and manage time effectively.
• High school diploma; college degree preferred.