Customer Service Representative

1. Answering questions about a company's products or services

2. Processing orders and transactions

3. Resolving issues and troubleshooting technical problems

4. Delivering information about a company's offerings

5. Providing proactive customer outreach

For example;

• through proactive chat
• informing customers about real or potential product/service issues
• monitoring brand mentions
• engaging in customer conversations on social media
• proactively asking customers for feedback

6. Handling customer complaints

7. Collecting and analyzing customer feedback

8. Responding to customer reviews

9. Developing and documenting knowledge into helpful content

LiveAgent – Knowledge Base10. Tracking customer service KPIs and metrics

Tracking key performance indicators (KPIs) and metrics is another responsibility of customer service teams.

Those may include:

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