What is a Customer Service Representative (CSR)?

What is a Customer Service Representative (CSR) in a Call Centre?

CSR stands for Customer Service Representative and is a key figure in a call or contact centre, responsible for managing customer interactions and ensuring a positive experience.

CSRs handle inquiries, provide support, and resolve issues through various communication channels, including phone, instant messaging, social media, and email.

Their primary role is to serve as the first point of contact between a company and its customers, playing a critical part in maintaining customer satisfaction and loyalty.

Other Names for a CSR

In call and contact centres, a CSR may be known by different titles, such as:

• Contact centre advisor
• Call centre agent
• Customer service agent
• Specialist
• Associate
• Customer advisor

The specific title often depends on the industry, job role, and the level of expertise required.

For more on the different call centre job titles, read our article: What Other Names are Call Centre Agents Known By?

What a CSR Does

CSRs in call and contact centres are responsible for a wide range of tasks, including answering customer queries, troubleshooting issues, processing orders, and providing information about products or services.

They may also handle complaints and escalate more complex issues to higher-level support. In a BPO environment, CSRs are essential as they represent the business in outsourced operations, ensuring that customer needs are met across various platforms.

Whether they are managing phone calls, engaging in live chats, or responding to emails, CSRs are the frontline of customer service, dedicated to delivering efficient and effective solutions to maintain customer satisfaction.

Author: Jonty Pearce
Reviewed by: Hannah Swankie