Customer Service Assistant duties and responsibilities

The duties a Customer Service Assistant performs vary depending on their position and work environment. A Customer Service Assistant who works at an IT helpdesk, for instance, may provide customers with technical assistance or may route calls to a technical services department. In contrast, someone who works on a shop floor will be more focused on providing customers with information and selling a company’s products. In general, their day-to-day activities include:

• Handling all incoming customer queries and questions 
• Providing the appropriate service and information or referring clients to another department
• Referring problematic issues that they cannot solve to management 
• Resolving customer complaints and issuing refunds as needed
• Maintaining an accurate Customer Relationship Management (CRM) database by entering and updating client information
• Providing quotations and checking product availability
• Handling payment transactions 
• Adhering to a company’s policies and procedures at all times when assisting customers