Customer Service Representative Job Description: Top Duties and Qualifications Edited by Indeed Employer Content Team Last updated January 21, 2026 On this page 8 min read A Customer Service Representative, or CSR, assists customers with inquiries and issues related to a company’s products and services. Their duties often include answering phone calls, live chat messages or emails, finding solutions to problems for customers and maintaining expert knowledge about a company’s offerings. Customer Service Representative Hiring guide Interview questions Job descriptions Related Job Titles Call Center Representative Customer Service Associate Customer Service Manager Customer Success Manager Valet Customer Service Representative duties and responsibilities Illustration of rep using headset. Text reads: "Sample customer service duties:Answer incoming customer calls,Turn frustrated clients into repeat customers,Update customer service databases,Stay updated on product knowledge" A Customer Service Representative’s primary duty is to deliver great customer service.
They often have the following customer service responsibilities: Providing introductory information, such as a product manual explanation, to prospective and new customers Handling customer complaints and troubleshooting issues with products or services Following up with clients or customers by phone, web chat or email to check that they’re still satisfied with their purchases or services received Accessing databases to retrieve account information for customers Letting customers know about additional products or services that might benefit them Escalating queries and concerns when necessary Updating customer records following each contact Staying up to date on the latest products and services an organization provides