A customer service assistant job description covers a role that helps customers with enquiries, purchases, problems and directions, making sure they get accurate information and a positive experience. Core customer service assistant duties include answering questions in person and by phone, resolving complaints, processing transactions or returns, and supporting colleagues during busy periods. In airports, the role focuses on guiding passengers through the terminal, managing queues and assisting people who need extra help.
This guide sets out the duties, skills and qualifications for the role, the specifics for airport and retail settings, and a template employers can copy.
What is a customer service assistant?
A customer service assistant (CSA) is a frontline team member whose main job is to help customers. CSAs work in shops, supermarkets, contact centres, transport hubs, leisure venues and airports. Unlike sales-focused roles, the priority is service: solving problems, giving information and making the customer journey smoother.
CSAs are often the most visible people in a business. How they handle a lost passenger, a faulty product or a long queue shapes how customers feel about the whole organisation.
Customer service assistant duties
Duties vary by employer, but a typical customer service assistant will:
- Greet customers and offer help proactively.
- Answer enquiries in person, by phone, email or live chat.
- Provide accurate information about products, services, policies or directions.
- Handle complaints calmly and escalate them when needed.
- Process payments, refunds, exchanges or bookings.
- Manage queues and keep customer flow moving.
- Assist customers with accessibility needs or extra support.
- Keep service areas clean, tidy and safe.
- Record customer feedback and incidents accurately.
- Follow health and safety, security and data protection procedures.
- Support other teams during peaks, such as tills or stock replenishment.
Skills employers look for
Customer service is a people-first role, and the most important skills are behavioural rather than technical:
- Communication: clear, polite and easy to understand.
- Active listening: understanding the real problem before responding.
- Patience and empathy: staying kind when customers are stressed or upset.
- Problem solving: finding a solution or the right person quickly.
- Resilience: handling busy shifts and difficult conversations.
- Teamwork: sharing information and covering for colleagues.
- Basic IT and numeracy: using tills, booking systems and handheld devices.
- Languages: a real advantage in international and tourist-facing settings.
Qualifications and requirements
Most customer service assistant roles have no formal entry qualifications. Employers usually look for:
- Previous customer-facing experience, though many entry-level roles train from scratch.
- GCSEs in English and maths, or equivalent, for some employers.
- Willingness to work shifts, weekends and bank holidays.
- Proof of the right to work in the UK, which every employer must check before you start.
Customer service apprenticeships and qualifications are available for people who want to progress into supervisory roles.
Airport customer service assistant
An airport customer service assistant works in terminals helping departing and arriving passengers. The role has some distinct features.
Typical airport CSA duties
- Guiding passengers to check-in, security, gates, baggage reclaim and transport.
- Managing queues at security and border areas and helping passengers prepare for screening.
- Explaining liquids rules and what can go through security.
- Assisting families, older passengers and people with reduced mobility.
- Staffing information desks and responding to disruption.
- Reporting unattended items or suspicious behaviour in line with security procedures.
Airport-specific requirements
Most airport CSA roles need an airport ID pass. That means a five-year background check, a criminal record check, security awareness training and, for some roles, national security vetting. Shifts often start very early or finish late, so reliable transport matters. Language skills are especially valued: our guide to multilingual customer service at international airports explains why.
Retail customer service assistant
In retail and duty free, the CSA role often blends service with transactions. Assistants may run customer service desks, handle refunds and exchanges, manage click-and-collect orders, help on tills and support stock replenishment. In duty free, they may also need to check boarding passes at the till and understand allowance rules for different destinations.
How CSAs differ from front of house
Customer service assistants and front of house staff both work with the public, but their focus differs. Front of house roles centre on welcoming guests and managing a specific entry point, such as a reception or restaurant door. CSAs cover a wider area and a broader range of enquiries, from complaints to directions to transactions. See our comparison of front of house vs customer service assistants, or our front of house job description for the other side.
| Aspect | Customer service assistant | Front of house |
|---|---|---|
| Main focus | Solving problems and answering enquiries | Welcoming guests and managing arrivals |
| Where they work | Across a store, terminal or contact centre | Reception, entrance, restaurant floor |
| Typical tasks | Complaints, refunds, directions, queues | Greeting, bookings, sign-in, passes |
| Common settings | Retail, airports, transport, contact centres | Hotels, restaurants, offices, lounges |
Customer service assistant job description template
Employers can copy and adapt this template. Replace bracketed text with your own details.
| Section | Template text |
|---|---|
| Job title | Customer Service Assistant |
| Location | [Store / terminal / site name] |
| Reports to | [Customer Service Supervisor / Team Leader] |
| Hours | [Full-time / part-time], [shift pattern including early, late and weekend shifts] |
| Pay | [Hourly rate] plus [benefits] |
| Purpose of the role | To provide friendly, accurate and efficient help to every [customer / passenger], resolving enquiries and ensuring a positive experience. |
| Key responsibilities | Greet and assist customers; answer enquiries in person and by phone; resolve complaints and escalate where needed; process [payments / refunds / bookings]; manage queues; support customers with additional needs; keep service areas tidy; follow health, safety and security procedures; record feedback and incidents. |
| Skills and experience | Customer-facing experience desirable; excellent communication and listening skills; patient and calm under pressure; confident with [tills / booking systems]; [additional languages] an advantage. |
| Qualifications | No formal qualifications required; full training provided. |
| Requirements | Right to work in the UK; [five-year background check and airport ID pass] where applicable; flexibility to work shifts. |
Tips for writing a strong customer service assistant job advert
A clear job description attracts better candidates and reduces early leavers. When adapting the template, keep these points in mind:
- Be specific about shifts. State start and finish times, weekend expectations and how much notice staff get of rotas.
- Show the real environment. Say whether the role is in a busy terminal, a quiet store or a contact centre, and whether it involves standing for long periods.
- Explain vetting up front. For airport roles, tell candidates they will need five years of history and referee details, so they can prepare early.
- Separate essentials from nice-to-haves. Listing too many requirements can put off capable people who could be trained quickly.
- Mention training and progression. Candidates are more likely to apply, and stay, when they can see a route forward.
Honest, detailed adverts also support retention, a theme covered in our guide to reducing staff turnover in retail and hospitality roles.
Career progression
Customer service assistants can progress to senior CSA, supervisor, team leader and customer service manager roles. Others move into specialist areas such as assistance services, training or operations. Airport experience and a valid pass make candidates particularly attractive to other employers on site.
Outsourcing customer service assistants
For airports, retailers and venues with fluctuating demand, a staffing partner can supply trained, vetted customer service teams. WWSG provides customer service assistants for airport, retail, hospitality and corporate environments, helping you maintain service levels through peaks.
Looking for work at London Luton or Stansted?We recruit cashiers, sales associates, customer service and front of house staff.
Frequently Asked Questions
What are the main customer service assistant duties?
Answering enquiries, resolving complaints, processing transactions, managing queues, assisting customers with extra needs and following safety procedures.
Do I need qualifications to be a customer service assistant?
Usually not. Employers value communication skills, a positive attitude and customer-facing experience, and most provide training.
What does an airport customer service assistant do?
They guide passengers through the terminal, manage queues at security, staff information points, assist people needing help and support the operation during disruption.
Do airport customer service assistants need security checks?
Yes. Most need an airport ID pass, which requires a five-year background check, a criminal record check and security awareness training.
Is a customer service assistant the same as front of house?
No. The roles overlap, but CSAs handle a wider range of enquiries across an area, while front of house focuses on welcoming visitors at a specific point.
Find trained customer service assistants
Whether you need extra cover for peak season or a long-term team, WWSG can help. Explore our customer service assistant services or contact us to discuss your needs.