Customer Service Representative Duties and Responsibilities

Handling Customer Inquiries

Customer service representatives are responsible for being the first point of contact for customers. They answer questions and provide accurate information across multiple channels.

• Respond to customer inquiries via phone, email, chat, or social media
• Provide clear and accurate information about products or services
• Guide customers through processes, policies, and procedures

Resolving Customer Issues

A core responsibility of a customer service representative is to identify problems and find effective solutions while maintaining a positive customer experience.

• Investigate customer complaints and service issues
• Troubleshoot problems and offer appropriate resolutions
• Escalate complex cases to the appropriate teams when needed
• Follow up to ensure issues are fully resolved

Processing Orders and Requests

Customer service representatives often assist with transactions and account-related requests.

• Process orders, returns, refunds, and exchanges
• Update customer accounts and personal information
• Assist with billing questions, payments, and service changes

Maintaining Customer Records

Accurate documentation helps ensure consistent service and smooth internal communication.

• Record customer interactions, issues, and resolutions in CRM systems
• Maintain up-to-date and accurate customer information
• Document recurring issues or trends for reporting purposes

Providing a Positive Customer Experience

Beyond solving problems, customer service representatives help build trust and long-term relationships with customers.

• Communicate professionally, empathetically, and clearly
• Manage difficult conversations with patience and understanding
• Ensure customer satisfaction and promote brand loyalty

Collaborating With Internal Teams

Customer service representatives act as a bridge between customers and other departments.

• Share customer feedback with sales, operations, or product teams
• Coordinate with supervisors and specialists to resolve issues
• Support team goals and service-level objectives

• Strong verbal and written communication skills
• Ability to handle customer issues calmly and professionally
• Problem-solving and critical thinking skills
• Basic computer skills and familiarity with customer service tools or CRM systems
• Ability to multitask and manage time in a fast-paced environment
• Reliable attendance and flexibility to work required shifts

About Novartis Pharmaceutical

Novartis is a leading global medicines company driven by advanced science and digital technologies to reimagine medicine. Headquartered in Basel, Switzerland, it operates in approximately 140 countries, focusing heavily on oncology, immunology, neuroscience, cardiovascular, and rare diseases Company Overview Industry: Pharmaceuticals / Biotechnology Founded: 1996 (through the merger of Ciba-Geigy and Sandoz)Global Workforce: 70,000+ employees worldwide Core Modalities: Chemistry, biotherapeutics, xRNA, radioligand therapy, and gene and cell therapies Employee Experience & Culture Workplace Culture: Employees widely praise Novartis for its supportive colleagues, collaborative atmosphere, and commitment to flexible working arrangements. It has been recognized as a top employer and Glassdoor Best Places to Work winner.Benefits: The company offers competitive compensation and strong employee benefits (e.g., comprehensive healthcare and wellness perks like gym memberships).Challenges: Workers frequently cite corporate bureaucracy and complex, slow-moving processes as areas of friction. Additionally, the company's continuous efforts to optimize and restructure can sometimes lead to pe...riods of organizational uncertainty or changes in management priorities.Career Growth: While there are vast opportunities for cross-departmental exposure and professional development, some employees note that vertical career progression can be slow.Career & Application Resources To explore current global and local opportunities, visit the Novartis Careers page.

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