Some job responsibilities of phone customer service representatives include providing information regarding a company's products, handling incoming sales calls and resolving customer complaints. Telephone customer service representatives normally work in a call center, but may also work in banks or professional offices.
The primary job duty for most telephone customer service representatives is to answer customer questions. Carefully listening to customer concerns is necessary in order to provide accurate information and answers. A representative at a bank may provide callers with information on customer account balances or available financial products.
Telephone customer service representatives may also process incoming product orders as a part of their regular job duties. Representatives who handle order processing are responsible for calculating charges and accepting payment from customers, as well as collecting accurate shipping information from customers who call in. Some representatives are responsible for handling customer complaints, including returns, exchanges and refunds.
Phone customer service reps often screen callers according to needs, then either choose from a selection of standard responses to the most frequent questions, or refer callers to more experienced personnel in a specialized niche, such as sales or complaint resolution. The representatives record the details of customer contact for each call they field, along with a brief synopsis of any actions taken. Telephone customer service calls are usually recorded by employers for quality assurance or training purposes.