CSR stands for Customer Service Representative in the context of BPO (Business Process Outsourcing) . A CSR is a frontline staff member in a call or contact center who interacts with customers on behalf of the company, usually to address their concerns, customer complaints, or support issues. The duties and responsibilities of a CSR include managing customer queries, providing product/services information, answering questions, and resolving any emerging problems that customers might face with accuracy and efficiency.
To be an effective CSR, one should have the following skills and qualities:
- Great listening comprehension skills
- Solid problem-solving skills
- Strong interpersonal skills
- Patience and empathy
- Good communication skills
- Ability to work under pressure
- Attention to detail
In summary, a CSR in BPO is a customer service representative who works in a call or contact center and interacts with customers on behalf of the company to address their concerns, complaints, or support issues. They should have excellent communication, problem-solving, and interpersonal skills to be effective in their role.
