A Customer Service Agent is a front-line staff at any business or company. They are the first person a customer contacts to acquire information about a product, or submit an order, to file complaints, or request returns. Customer service agents resolve any doubt or issue customers might have about the products, services, or policies of the company.
They process orders and returns, follow up on open cases, and document customer data. The agents might operate over the phone, answer emails, or be at the customers' disposal on live chat. They have to have up-to-date information about the products and processes of the company in order to efficiently troubleshoot. Collecting customer feedback to create reports about the efficiency of their service is also the responsibility of customer service agents.
As they are the first interaction a customer will have with a business or institution, their job is to create and maintain a good relationship with customers and create an attractive image of the company. However, customers rarely bother to make contact unless they have a problem, so customer service agents should expect an outpouring of customer frustration. Make sure you have nerves of steel and know-how to keep you calm if you decide to give this position a go.