What belongs in the role description?
- Answer customer questions and solve problems across the channels you use
- Follow documented procedures for account changes, refunds and escalations
- Write clear case notes so anyone can pick up the conversation
- Escalate defects and policy exceptions with the right information attached
- Flag recurring issues and gaps in the knowledge base
- Meet agreed quality and response standards
Which skills matter most, and how do you test them?
| Skill | How to test it |
|---|---|
| Written communication | Reply to two real (anonymised) customer emails in 20 minutes |
| Spoken communication | Role-play call with a frustrated customer |
| Problem solving | Diagnose a scenario using a short knowledge base article |
| Learning speed | Explain a feature back after reading its help page for ten minutes |
| Empathy and composure | How the candidate handles interruption or an unfair complaint in the role-play |
What should the first 90 days look like?
- Days 1–30: product and policy training, shadowing, then supervised replies on simple topics
- Days 31–60: full channel load on core topics, weekly quality reviews and coaching
- Days 61–90: harder topics added, target KPIs applied, first contributions to the knowledge base
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How should performance be measured?
Use a balanced set: one speed measure, one outcome measure, one quality measure and customer feedback. Measuring speed alone teaches people to close conversations instead of solving them.
- First response time within your target
- First contact resolution and reopened tickets
- Quality score from reviewed conversations
- CSAT, read alongside comments rather than as a single number
Support representative or service representative?
The titles are often used interchangeably. Where companies separate them, support representatives focus on solving product and technical problems, while service representatives cover the wider customer relationship: orders, billing, returns and complaints. Define the scope by the work, not the title.
Why hire representatives through OLYMP BPO in Kosovo?
OLYMP BPO recruits against your profile, lets you interview the shortlist, and employs the representatives full time on your account only, handling payroll, equipment and day-to-day management. Teams start from five people and can cover English and other European languages, from business hours to 24/7.