Phone-based Customer Support Job Description [Updated for 2025]

In the era of communication, the importance of phone-based customer support representatives is increasingly paramount.

As technology continues to advance, so too does the need for proficient individuals who can navigate, enhance, and protect our communication systems.

But let’s delve deeper: What is truly expected from a phone-based customer support representative?

Whether you are:

• A job seeker trying to understand the core of this role,
• A hiring manager outlining the perfect candidate,
• Or simply intrigued by the dynamics of phone-based customer support,

You’ve come to the right place.

Today, we present a customizable phone-based customer support job description template, crafted for easy posting on job boards or career sites.

Let’s dive right into it.

Phone-based Customer Support Duties and Responsibilities

Phone-based Customer Support representatives offer assistance to customers via telephone.

They help customers with inquiries, troubleshooting problems, providing information and keeping customers satisfied with products, services, and features.

Their duties and responsibilities include:

• Answering customer inquiries via phone, providing information about products, services, and policies
• Resolving product or service problems by determining the cause of the problem, selecting and explaining the best solution, expediting correction and following up to ensure resolution
• Documenting customer interactions, recording details of inquiries, complaints, comments, as well as actions taken
• Maintaining and improving quality results by adhering to standards and guidelines, and recommending improved procedures
• Processing orders, forms, applications, and requests made by the customers
• Escalating unresolved issues to the designated team or person
• Maintaining customer databases, ensuring that the data remains updated and accurate
• Assisting in the development and implementation of customer service policies and procedures
• Conducting customer satisfaction surveys and analyzing feedback for continuous improvement

 

Phone-based Customer Support Job Description Template

Job Brief

We are seeking a skilled and dedicated Phone-based Customer Support Specialist to provide excellent customer service and resolve all technical and product issues that our customers might face.

The Phone-based Customer Support Specialist will be responsible for understanding customer issues, navigating through complex problems and offering solutions.

The role involves providing product information and guidance, troubleshooting technical issues, and ensuring that any customer grievances are addressed promptly and professionally.

 

Responsibilities

• Respond to customer inquiries via phone, email, and chat.
• Provide information about products and services, take orders, and handle customer complaints.
• Troubleshoot and resolve product issues and concerns by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
• Maintain customer records by updating account information in the database.
• Prepare product or service reports by collecting and analyzing customer information.
• Contribute to team efforts by accomplishing related results as needed.

 

Qualifications

• Proven customer support experience or experience in a similar role.
• Strong phone contact handling skills and active listening.
• Familiarity with CRM systems and practices.
• Excellent communication and presentation skills.
• Ability to multitask, prioritize, and manage time effectively.
• High school diploma or equivalent; college degree preferred.

 

Benefits

• Health, dental, and vision insurance.
• Life insurance.
• Retirement savings plan.
• Paid time off.
• Opportunities for professional development.

 

Additional Information

• Job Title: Phone-based Customer Support Specialist.
• Work Environment: This position involves working in a fast-paced, call center environment. Telecommuting may be an option depending on the company’s policy.
• Reporting Structure: Typically, reports to a Customer Service Manager or Supervisor.
• Salary: Salary is commensurate with experience and qualifications, as well as market and business considerations.
• Location: [City, State] (specify the location or indicate if remote)
• Employment Type: Full-time
• Equal Opportunity Statement: We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
• Application Instructions: Please submit your resume and a cover letter outlining your qualifications and experience to [email address or application portal].

 

What Does a Phone-based Customer Support Do?

Phone-based Customer Support, also known as Customer Service Representatives, primarily work in call centers or remotely from home.

They can be employed in a variety of industries such as telecommunications, retail, financial services, and healthcare.

Their main role is to assist customers with inquiries, complaints, or any issues related to the company’s products or services.

They handle these customer interactions over the phone, although they may also need to use email or live chat applications to solve more complex issues.

They are responsible for responding to customer concerns promptly and professionally, ensuring that each customer is satisfied with the resolution of their issue.

This often requires them to use their knowledge of the company and its products or services to provide accurate information and troubleshooting assistance.

Phone-based Customer Support may also process orders, returns, and escalate issues to appropriate departments when necessary.

Additionally, they may be required to document customer interactions for quality assurance and training purposes.

Their role also involves maintaining a positive, empathetic, and professional attitude towards customers at all times, as they are often the first point of contact between the customer and the company.

Providing excellent customer service is crucial in this role, as it can significantly impact the company’s reputation and customer retention.

 

Phone-based Customer Support Qualifications and Skills

A proficient Phone-based Customer Support representative should possess a range of skills and qualifications which include:

• Excellent communication skills to interact effectively with customers over the phone, understanding their needs and addressing their issues.
• Problem-solving skills to diagnose customer problems and find effective solutions in a timely manner.
• Product knowledge to provide accurate information about the product or service and help customers use it effectively.
• Patience and empathy to handle frustrated or upset customers, and to understand and address their concerns.
• Listening skills to fully understand customer issues and ensure that they feel heard and understood.
• Ability to multitask in order to manage multiple phone lines, take notes during calls, and use computer systems simultaneously.
• Time management skills to handle calls efficiently and meet performance targets, while ensuring high levels of customer satisfaction.
• Customer service skills to deliver a positive customer experience, build customer loyalty, and promote the company’s reputation.

 

Phone-based Customer Support Experience Requirements

Entry-level candidates for phone-based customer support may have 1 to 2 years of experience, usually acquired through part-time roles in customer service or as interns in a call center environment.

These professionals may have also gained relevant experience in roles such as Retail Associate, Receptionist, or Sales Assistant, where they utilized their customer service skills.

Candidates with more than 3 years of experience often have a solid background in providing customer service over the phone, managing customer complaints, and resolving issues promptly.

They are typically familiar with using Customer Relationship Management (CRM) software and may have experience in providing technical support.

Those with more than 5 years of experience usually demonstrate exceptional communication skills and a deep understanding of the company’s products or services.

They may have some supervisory experience and are often capable of training new hires, making them potential candidates for team-lead or managerial positions in customer support.

 

Phone-based Customer Support Education and Training Requirements

Phone-based Customer Support Representatives generally require a high school diploma or equivalent.

For some technical or specialized roles, an associate’s or bachelor’s degree in relevant fields such as business administration, sales, or marketing may be required.

Training in communication, customer service skills, and conflict resolution is often beneficial and may be provided on the job.

Familiarity with the company’s products or services is also important.

Knowledge of computer systems, software, and telephone technology is necessary, as representatives must be able to navigate and use these systems efficiently during customer interactions.

Some roles may require bilingual abilities or specific industry knowledge, depending on the customer base.

Certifications in customer service or related areas, while not always required, can demonstrate a candidate’s dedication to the role and may provide them with additional skills and knowledge that can improve their performance.

Continued learning and development are important in this role, as customer service trends, best practices, and technologies are continually evolving.

Ongoing training and professional development opportunities may be provided by employers to ensure that their customer support teams remain effective and up-to-date.

 

Phone-based Customer Support Salary Expectations

The average wage for a Phone-based Customer Support representative is $16.69 (USD) per hour.

The actual earnings can vary depending on factors like experience, location, and the company they work for.

 

Phone-based Customer Support Job Description FAQs

What skills are required for Phone-based Customer Support?

A Customer Support representative should have excellent communication and problem-solving skills.

They need to be patient and empathetic to handle various customer concerns.

It’s also crucial to be familiar with customer service software, databases and tools.

Fluency in multiple languages can be an added advantage.

 

Do Phone-based Customer Support representatives need a degree?

While some companies may prefer a degree in communications or a related field, it’s not always necessary.

Most companies offer on-the-job training, but a high school diploma or equivalent is usually required.

The key is to have excellent customer service skills, and to be familiar with the company’s products or services.

 

What should you look for in a Phone-based Customer Support resume?

You should look for previous experience in a customer service role, especially if it’s phone-based.

Also, look for skills like communication, problem-solving, patience, and knowledge of customer service software and tools.

Fluency in multiple languages can also be a plus point.

 

What qualities make a good Phone-based Customer Support representative?

A good Phone-based Customer Support representative is patient, empathetic, and has excellent communication skills.

They should be able to handle customer complaints, even when the customer is stressed or upset.

Good representatives can also handle multiple tasks at once, like managing calls while inputting data into a system.

 

What are the daily duties of a Phone-based Customer Support representative?

Phone-based Customer Support representatives spend most of their day answering customer calls and providing assistance for a range of issues.

They may need to guide customers through troubleshooting steps, provide information about products or services, or escalate issues to a higher level of support.

They also document all interactions with customers and update customer records as needed.

 

Is it difficult to hire Phone-based Customer Support representatives?

It can be challenging to find candidates with the right mix of technical knowledge and exceptional customer service skills.

However, with a well-structured hiring process and clear job expectations, you can attract and retain high-quality Phone-based Customer Support representatives.

 

Conclusion

So, we’ve unraveled the story.

Today, we’ve demystified what it truly means to be in phone-based customer support.

Surprise, surprise!

It’s not just about answering calls.

It’s about fostering customer relationships, one conversation at a time.

Armed with our top-notch phone-based customer support job description template and real-life examples, you’re ready to make your move.

But why halt your journey here?

Dig deeper with our job description generator. It’s your go-to tool for creating pitch-perfect job listings or refining your resume to brilliance.

Remember:

Every conversation is a stepping stone to customer satisfaction.

Let’s create extraordinary customer experiences. Together.