Behind every smooth customer interaction in a call centre, contact centre, or BPO, there’s usually one key person making it happen, yet their role is often misunderstood or underestimated.
So, what is a customer service representative?
What is a Customer Service Representative (CSR) in a Call Centre?
CSR stands for Customer Service Representative and is a key figure in a call or contact centre, responsible for managing customer interactions and ensuring a positive experience.
CSRs handle inquiries, provide support, and resolve issues through various communication channels, including phone, instant messaging, social media, and email.
Their primary role is to serve as the first point of contact between a company and its customers, playing a critical part in maintaining customer satisfaction and loyalty.
Other Names for a CSR
In call and contact centres, a customer service representative may be known by different titles, such as:
- Contact centre advisor
- Call centre agent
- Customer service agent
- Customer care representative
- Frontline Agent
- Specialist
- Associate
- Customer advisor
The specific title often depends on the industry, job role, and the level of expertise required.
For more on the different customer service representative job titles, read our article: What Other Names are Call Centre Agents Known By?
What Does a CSR Do Day-Day?
CSRs in call centres, contact centres, and BPOs are responsible for a wide range of customer-facing tasks. They’re often the first human touchpoint in the customer journey, making their role both operational and relationship-driven.
Key Responsibilities of a CSR include:
- Answering customer calls, chats, and emails
- Troubleshooting technical or account-related issues
- Processing orders, payments, or returns
- Providing accurate product or service information
- Handling complaints with empathy and professionalism
- Escalating complex queries to supervisors or specialist teams
- Logging interactions into CRM or ticketing systems
- Following compliance, security, and privacy protocols
- Representing the business in BPO environments
- Managing multiple customer conversations at once using omnichannel tools
Whether they are managing phone calls, engaging in live chats, or responding to emails, CSRs are the frontline of customer service, dedicated to delivering efficient and effective solutions to maintain customer satisfaction.
Author: Jonty Pearce
Reviewed by: Hannah Swankie
Published On: 25th Nov 2016 - Last modified: 17th Jul 2025
Read more about - Definitions, Customer Service, Handling Customers, Staffing
