Okay! At this point, if you are a newbie you might be wondering about what this CSR job is all about? Can I make a dime if I choose this? or will I be spending the rest of my life with a name that is unreal and a face that is hidden for ever? To answer most of your worries at this point, I would assure you that choosing a CSR job is just like doing any other job and is of nothing to worry about. But, if you are an experienced person, you may be interested in the details and the numeric data in this post.
What is the Job Description for a CSR?
A Customer Service Representative or simply a CSR is the primary point of contact (poc) of any company that sells goods or services to its potential customers or clients. Whenever a customer wants to interact with the company regarding any clarifications that he or she might need or to report an issue or simply to receive a piece of information that they are interested in, their first encounter is with the CSR. In most cases the interaction lasts typically for 1 to 15 minutes.
Below are few of the important duties performed by a CSR.
- Being the primary point of contact between a customer and the company.
- Following the call script provided by the employer.
- Reporting to concerned manager/s.
- Using a computer or software or registers to enter the customer details/queries.
- Escalating or transferring calls to peers or managers whenever necessary.
- Being energetic and dynamic in maintaining neutral and clear voice throughout the call length.
Here is where it all gets interesting all of a sudden. The average salary earned by a CSR varies from place to place and from time to time and from organization to organization. To understand better about how much you are likely to make as a CSR, you will need to understand bit about your background as a job seeker.
- The country and the city you live in
- Your relevant experience
- Your actual skill set
- Demand for the role from your peers
- Whether you prefer to work online or offline
- Whether you prefer to work in 24/7 environment.
- The organization and the role you are applying for.
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| Salary data for CSR as on 28th Feb 2014. |
| Country | Per Hour | Annual | ||||
| Avg | Lowest | Highest | Avg | Lowest | Highest | |
| US | $12.56 | $9.00 | $17.00 | $33,973.00 | $20,000.00 | $48,000.00 |
| UK | £6.00 | £5.93 | £9.05 | £16365 | £12,627 | £23,224 |
| Australia | AU$19.00 | AU$16.30 | AU$23.94 | AU$41,989 | AU$33,662 | AU$53,141 |
| Canada | C$13.00 | C$10.32 | C$18.70 | C$35,494 | C$22,955 | C$44,711 |
| India | No | No | No | Rs 197,948 | Rs 95,865 | Rs 357,759 |
If your country is not listed above, please put a comment on this post and I will provide data for you.
That said, after giving the actual figures of how much you can make as a customer support representative, you may want to investigate further on how to get hired..!
What do employers expect from you?
- Ready to work Attitude.
- Good command over the language.
- Customer satisfaction.
- Excellent oral and written communication skills
- Good Computer and internet skills.
As we all know, internet is the best source of all the good and bad jobs. Below is a list of popular job portals on internet. However, I recommend you to go through your local news dailies as well.
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| Top Job Portals for CSR. |
United States
UK
Australia
India
If your country is not listed above, please put a comment on this post and I will provide data for you.
What are the various processes that come under customer service representative role?
- Answering Inbound Calls.
- Making Outbound Calls.
- Email or Chat Communications.
Surely yes! Anybody who works for a period of 12 to 24 months in the role has great chances of betterment. The next level roles are as below.
- Senior Customer Service Representative (CSR)
- Customer Service Team Leader
- Customer Service Supervisor
- Assistant Manager, Customer Service
- Customer Service Manager
- Director, Customer Service
Hope I gave you a nap. So, if you are a job seeker looking for this role, I wish you all the good luck. If you are someone who is already working as a CSR, I respect you for the hard work you put into your job. Please leave a comment below to keep the discussion going on....
-Harsha.
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