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Frontliner customer service representatives operate in a variety of capacities. They may work at a customer service desk in a retail, commercial or business environment; answer help lines or customer service telephone lines; or they may respond to customer inquiries via email or live chat. They answer questions, troubleshoot problems, resolve issues and, in general, help ensure a positive customer experience. As such, a customer service Frontliner must be well-versed in all of the company’s products or services and know the company policies for how various types of customer interactions are to be handled.

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