A Customer Service Assistant is the initial point of contact between a business and its customers. They are responsible for assisting customers to do business with the organisation, such as making a purchase, placing an order, getting advice, making a complaint or finding information.

Tasks and duties

Handling enquiries from customers in person, over the phone and online.

Generating sales, processing returns and issuing receipts.

Searching knowledge bases for information.

Resolving complaints.

Escalating issues when necessary.

Communicating with third-party vendors and stakeholders.

Improving customer service procedures and policies.

Measuring customer satisfaction and working to targets.

Reporting on performance.