• Answering questions: Listening to customers' concerns and providing answers or responses 
• Providing information: Sharing information about the company's products and services 
• Processing orders: Taking orders, calculating charges, and processing billing or payments 
• Handling returns and complaints: Managing customer queries and complaints, and escalating complaints to the appropriate teams 
• Maintaining records: Keeping records of customer interactions 
• Reporting: Making reports based on customer trends .

Other qualifications and skills that customer service representatives should have include:

• Communication: Strong verbal and written communication skills, including active listening and clear articulation 
• Problem-solving: Ability to solve problems, alleviate conflicts, and escalate tactfully 
• Multitasking: Ability to multitask, manage time, and prioritize 
• Interpersonal skills: Strong interpersonal skills, including empathy and conflict resolution 
• Teamwork: Ability to work individually and as a team member 
• Customer service standards: Knowledge of customer service standards and practices 
• Technology: Proficiency in Microsoft Office Suite and a willingness to learn and adapt to new technologies .