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The ideal look of the person doesn't matter as long as they treat everyone equally and are able to help someone when they are needed.

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Customer Service Representatives have to have patience because if they don't, they won't be cut out for the job. You need patience because people take long to do some things.

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In their actions, they must be polite and calm as they will lose business if they flip out on the customer. Even if the customer is mad, you should handle the situation accordingly and as calmly as possible.

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They have a tone that is not aggressive nor is it sarcastic. The person would respond in a calmly manner even if the customer is yelling at them.

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Some must not have would be like they are not helping a customer when they need help. Another example could be that the customer representative doesn't do his job right or doing any of his/her duties.