what is a customer service agent?

Customer service agents help customers process orders and deal with their complaints. In this position, you provide information and answer questions related to the products or services sold by the company. You also process returns and forward complaints to other departments or supervisors. Some customer service agents are responsible for managing other employees, especially those in supervisor positions.

The role requires someone with a patient and calm demeanour. As a customer service agent, you are trained to deal with angry customers and acknowledge their distress while finding ways to resolve the problem. You keep your composure while responding to customer complaints across multiple communication channels and remain empathetic. You also provide detailed and correct information about products or services sold by the company.

The position involves keeping customer interaction records, including complaints and comments, or acting as a liaison between the company and its customers. You also coordinate and communicate with other department employees and prepare product or service reports. You spend a significant amount of time on computers and undergo training to work with different types of software to distribute information.

Would working as a customer service agent suit your calm demeanour and good communication skills? Then read on to find out what competencies and qualifications you need to thrive in a customer service agent role.

customer service agent jobs

average customer service agent salary

According to the Economic Research Institute, you earn an average salary of €22,000 per year as a customer service agent. The average hourly rate in the role is €11. Your earnings fluctuate based on various factors. For instance, in an entry-level position, you start with a salary of €16,000 annually. With experience and educational qualifications, you earn a salary of €26,000 per year.

what factors affect the salary of a customer service agent?

Your earnings as a customer service agent depend on work experience and skills. When you are new to the job, you start with an entry-level salary due to the minimal experience you have. As you improve your experience, you handle more complex duties and earn a higher hourly rate. When you have educational qualifications, you improve your earning prospects.

The location also determines your earnings due to the fluctuation in demand and the cost of living. Working in a large city like Athens improves your earning expectations. The competitive salaries of customer service agents in large cities arise from the high demand for the role in urban areas. When you work in smaller towns, you are likely to earn less due to the low demand for the role.

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types of customer service agents

The different types of customer service agents depend on the mode of communication with customers. Some include:

woman wearing headset
woman wearing headset

working as a customer service agent

As a customer service agent, you interact with customers and visitors on behalf of the organisation. Let's explore the specific duties and work environments associated with the job.


customer service agent skills and education

While you can join a customer service role without higher education, it helps to have some qualifications, including:

  • Education: consider pursuing a bachelor’s degree in marketing or business administration. You can also complete your lower secondary school (Gymnasio) and look for entry-level opportunities in customer service. You will learn the necessary customer service skills from on-the-job training. You should also take short courses to improve your technical skills and gain experience using multi-line phone systems.
  • Work experience: most employers focus on work experience when hiring customer service agents. Gain experience through internships and entry-level sales, marketing or customer service roles.

competencies and characteristics of customer service agents

As with many jobs, customer service agents should be capable of working on computers and phones to create and update customer accounts. Beyond that, customer service agents need the following skills and qualities:

  • Listening skills: attentiveness is a primary skill to ensure you are mindful of customers and can accommodate their needs. You should remain empathetic and be willing to help customers feel listened to during the interaction. You take time to talk to customers and understand their queries to resolve the issues.
  • Patience: self-control is one of the most important skills of working in this role. It is important to remain calm when customers are upset. You also take responsibility on behalf of the company to ensure the customer is happy with the interaction.
  • Problem solver: you need problem-solving skills to ensure you can find ways to resolve issues efficiently. As a customer service agent, you should use a systematic approach and be detail-oriented when finding a solution. Employers expect you to be creative and resourceful and go the extra mile to help customers.
  • Expecting and adapting to challenges: adaptability is another important trait when working as a customer service agent. Working daily with customers means you never know what to expect with the calls or messages you receive. Good customer service agents send legitimate problems or complaints through the correct channels and relay information to the customer efficiently without becoming stressed or anxious. You should remain mentally flexible in responding to different people on various platforms, sometimes simultaneously.


Here, you will find the answers to the most frequently asked questions about the profession of a customer service agent.

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