Definition:
A Customer Service Representative (CSR) is an employee responsible for managing customer interactions and providing support through various communication channels.
Key Elements:
Multi-Channel Interaction: Engages customers via phone, chat, email, and social media.
Issue Resolution: Addresses inquiries and resolves customer complaints efficiently.
Feedback Collection: Gathers customer feedback to improve service quality.
Why a CSR Matters:
CSRs are vital to maintaining customer satisfaction and loyalty, serving as the primary point of contact between customers and the business.