What is the primary role of a Customer Service Representative (CSR)?

The primary role of a Customer Service Representative (CSR) is to assist customers with inquiries, requests, and issues related to products or services. This encompasses a wide range of responsibilities, including providing information about products, troubleshooting problems, processing orders, handling complaints, and ensuring overall customer satisfaction. CSRs serve as the main point of contact between the business and its customers, making their role essential in fostering positive customer relationships and enhancing the customer experience.

In this capacity, effective communication and problem-solving skills are critical, as CSRs must be able to understand customer needs and resolve issues efficiently. They contribute significantly to customer retention and loyalty, which are vital for a company's success.