Customer service representatives, customer service advisors, or customer service associates interact with customers to handle complaints, process orders, and provide information about an organization’s products and services. Customer service representatives answer questions or requests from customers or the public. When customers experience problems with products and services, these support representatives handle complaints. They listen to or read about customer problems and suggest solutions. In their efforts to satisfy customers, they might offer replacement items or provide discounts on future purchases. A customer service representative (CSR) – also called an agent – is a person who works in a call or contact centre and helps customers with their issues. They may do this using a variety of channels, including phone, chat, email and social media.

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