Customer care

What does a customer service representative do? – Tasks and work environment

A customer service representative is responsible for building and deepening long-term relationships with the company's customers. Daily tasks include identifying customer needs, providing advice, handling questions and complaints, and ensuring customer satisfaction with the services or products offered. The role often involves close contact via phone, email, or face-to-face meetings, and the work environment is usually office-based with a focus on collaboration and customer dialogue. Customer service representatives often work in teams and closely collaborate with sales and support functions to create the best possible customer experience. The pace can be high, and tasks vary depending on industry and company size.

Salary development over time

Salaries for customer service representatives have shown a steady and positive development in recent years. In 2022, the average salary was 46,700 SEK, then rising to 49 600 SEK in 2023. The latest measurement for 2024 shows a continued increase to 51 300 SEK, representing a total rise of approximately 10% over three years. This salary development reflects an increased demand for qualified customer service skills and a general trend of higher expectations for customer experience in business. The differences between genders are clear, with women earning 89% of men's salaries. Salary increases can also be explained by more employers requiring post-secondary education and experience, which drives up the average salaries in the profession.

Customer service representative salary – comprehensive overview

• Average salary: 51 300 SEK/month
• Lowest salary: 38,200 SEK/month (women, public sector)
• Highest salary: 61,500 SEK/month (men, private sector, salaried position, post-secondary education)
• Hourly wage: 309 SEK/hour (based on 166 hours/month)
• Women: 47 200 SEK/month (89% of men's salary)
• Men: 53 000 SEK/month
• Regional differences: No specific regional variations available

Education and qualifications

To work as a customer service representative, a high school diploma is usually required, preferably with a focus on sales, commerce, or economics. Many employers view post-secondary studies positively, especially within marketing or business administration. Practical experience in customer service or sales is highly valued, and it is common to supplement with internal courses or certifications to strengthen competence. Flexibility and the ability to quickly familiarize oneself with new systems are advantageous, as well as good communication skills.

• High school diploma: Focus on commerce, economics, or sales
• Post-secondary studies: College/university, 2–3 years (meritorious)
• Certifications: Courses in customer service or sales (voluntary but appreciated)
• Internship/trainee: Common in larger companies
• Prerequisites: Good communication skills, computer literacy
• Previous experience: Experience in sales, service, or administration is advantageous

Common benefits and compensations

Customer service representatives are often offered benefits such as wellness allowances, occupational pension, and flexible working hours. Bonuses and commission systems may occur depending on company policy and work results. Other common benefits include subsidized lunches, staff discounts, and opportunities for further education.

Competition and challenges

The competition for jobs within customer service varies depending on region and industry. In larger cities, competition may be higher, while in smaller towns, there are often fewer available jobs but also fewer applicants. A challenge is that the tasks require high stress tolerance and the ability to handle many cases simultaneously. Digitalization has also changed the role, with increased demands for technical skills and familiarity with digital customer management systems. The ability to quickly adapt to changes and maintain good customer contact even digitally is crucial for success in the profession.

Tips for those wanting to become a customer service representative

To succeed as a customer service representative, it is good to have a genuine interest in people and to enjoy a communicative role. Being attentive and quickly able to understand the customer's situation are important qualities, and practicing active listening can be beneficial. Precision and organizational skills facilitate managing many cases simultaneously, so developing good work structure is advisable. Being solution-oriented helps with complaints and challenging situations, and a positive attitude can make a big difference in customer satisfaction. Showing engagement and being flexible in meeting different customer types often provides an advantage. Finally, it is valuable to continuously learn more about the company's products and services to provide the best possible service.

Key facts about Customer Service Representatives

• Education level: High school diploma, often supplemented with post-secondary studies
• Work environment: Office-based, often in team settings
• Typical work pattern: Full-time, daytime
• Demand: 550 job openings within the profession
• Gender salary difference: Women earn 89% of men's salaries

Career paths and future prospects

After three to five years as a customer service representative, there are opportunities to advance to roles such as customer manager, team leader, or sales manager. Experience in the profession can also open doors to specialist roles within marketing, business development, or training new employees. The Swedish Public Employment Service's prognosis shows that demand for corporate salespeople, including customer service representatives, is expected to remain unchanged over the next five years, with a balanced recruitment situation. Nationwide, there are good employment opportunities, especially for those with post-secondary education and experience in relationship-building sales. The digital development means that skills in IT and CRM systems will become increasingly important for future career opportunities.

Frequently asked questions about Customer Service Representatives

• What is the average salary of a customer service representative?
  - The average salary for a customer service representative is 51 300 SEK per month.
• How has the salary development looked for customer service representatives?
  - Salaries have increased from 46,700 SEK in 2022 to 51 300 SEK in 2024, which corresponds to about 10% growth.
• Are there differences in salary between men and women?
  - Yes, women earn an average of 47 200 SEK while men earn 53 000 SEK, which amounts to 89% of men's salaries.
• What education is required to become a customer service representative?
  - A high school diploma with a focus on sales or economics is most common, but post-secondary education is advantageous.
• What are the highest and lowest salaries for customer service representatives?
  - The highest salary is 61,500 SEK/month and the lowest is 38,200 SEK/month.
• What are the future prospects for customer service representatives?
  - Demand is expected to remain unchanged and the recruitment situation is balanced according to the Swedish Public Employment Service.
• What benefits are common for customer service representatives?
  - Common benefits include wellness allowances, occupational pension, flexible hours, and sometimes bonuses or commissions.