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10 characteristics to look for when hiring a customer support representative

Matej Kukucka

Matej Kukucka

Last modified on February 25, 2021 at 6:48 pm

10 characteristics to look for when hiring a customer support representative TITLE

Customer support is a thankless job. Service representatives are often under a lot of pressure, especially when something goes wrong. They have every right to make a mistake from time to time. You have to always keep that in mind. 

Unfortunately, there’re times, when the mistakes start stacking up and it has a negative influence on your company’s image. There might be 2 reasons for that:

  1. The reps are not qualified or motivated enough (see how to motivate your customer support team) or 
  2. You’re understaffed. (continue reading)

But what should I look for when hiring a new customer support rep to avoid future mistakes? 

10 characteristics to look for when hiring a customer support representative

Characteristics to look for at an interview:

Below is a compilation of the most important characteristics to look for when interviewing a candidate for a customer service/helpdesk operator position:

Self control

Your new employee will come across customers who will be difficult to deal with. Representative must be able to handle hard times that comes with serving the public. Your chosen person has to have self control.

Willing to help

Your candidate needs to be willing to help others solve problems.


It is vital to have tolerance for those clients that nobody truly wants to deal with. The more patient your customer representative is, the better for your support.


Given the high turnover of customer support representatives, a very significant quality you must search for in a potential worker is commitment.

Emotional stability

You should be looking for employee with good impulse control, non-anxious and calm.


One of the first and most important steps when fielding a support call or email is to stop for a second after hearing/reading the issue and put yourself in the shoes of the customer you’re dealing with.


You need a candidate who is highly adaptable and extremely quick on their feet.

Communication skills

Service agent must be able to communicate fluently in the language of his clients.

Knowledge of the product

If your company sells something, it is important your service agent knows the product inside and out.

Sales skills

Customer service representatives are always in touch with the customers, so there is a high chance that they can instigate a sale.

A good work ethic

Your new rep must be willing to put the needed work in to provide exceptional customer service.

Ensure your agents know your product

Create a knowledge repository for your agents to ensure they’re well-versed in your product and ready to provide exceptional customer service.

Create repository
Matej Kukucka

Matej Kukucka

Head of Marketing

I am currently managing marketing efforts here at LiveAgent. I love SaaS products and according to my colleagues I am using too many browser extensions. Outside of my computer I play chess and drink too much coffee.

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