How to get promoted as a Customer Service Representative

How to get promoted as a Customer Service Representative
How to get promoted as a Customer Service Representative

posted 19 Jul 23

After months of training and responding to customer queries, it's safe to say you've settled into your role as a Customer Service Representative. You've finally reached a point where you feel comfortable with the processes and responsibilities of your job and are now wondering how to take the next step in your career.

One of the best things about working in customer services is that you have an opportunity to learn and develop transferable skills, leading to multiple opportunities to progress within the industry and beyond.

A promotion takes determination, patience, and hard work. Our Call & Contact Centre specialists share their expert tips to get promoted as a Customer Service Representative:

Top tips to get promoted as a Customer Service Representative

1. Be a team player

Call Centre Managers will take notice of a Customer Service Representative who helps others of their own volition. An employee, who mixes well with others and is prepared to help their colleagues when they have problems, is the one who will go far. If you are good at explaining processes and helping others, there are usually opportunities to take on roles where you help the new employees settle in. Taking on additional responsibilities like this is often seen as a good introduction towards becoming a team coach, a team leader or a trainer.

While it’s good to be mindful of your own performance, it’s equally important to consider how your work can benefit the company. Demonstrating your maturity and leadership in helping your teammates develop and achieve their goals will be sure to get you noticed by your manager.

2. Find creative solutions to problems


Critical thinking and the ability to creatively solve problems will set you apart from those who complacently follow instructions. Although many ideas that seem good on paper don’t always prove practical upon application, managers admire and respect Customer Service Representatives who demonstrate initiative and show that they are thinking about ways to improve their working environments and processes.

3. Continuously learn new skills 

The role involves more than just taking and making calls; there are many ways to challenge yourself to learn new skills that will increase your chance of promotion and help you feel fulfilled in your role. For example, technology has significantly influenced how call centres facilitate communication and customer service, so you could challenge yourself to improve your skills in social media and respond to customer queries in real-time.

4. Expand your industry or product knowledge

If your call centre represents a particular industry or product(s), increasing your knowledge of the industry or product(s) may open up many opportunities for you to progress professionally.

To provide high-quality support as a Customer Service Representative, you should aim to continuously learn and memorise a good amount of information about your company. Furthermore, as a brand ambassador, it helps if you genuinely approve of what your company promotes and stands for.​

Learn more about a Call & Contact Centre career

Whether you’re looking for a temporary or permanent Call & Contact Centre role, our team are ready to help you find the job that meets all your requirements.

Learn more about a Call & Contact Centre career