Customer service agent

Definition

A customer service agent, or a customer service representative, is the individual who supports a brand’s customers via phone, chat, email, messaging, social or other channels. To provide the best experience, customer service agents require specialized skills and qualities including, empathy, efficiency and the ability to remain calm under pressure.

At Sitel Group, we refer to our customer service agents as associates because their responsibilities extend far beyond handling inquiring and support issues for our clients’ customers. Our associates are our greatest asset because, without them, we can not deliver an emotional customer experience.