Job Description

A Call Centre Agent (CSR),takes calls from customers answering questions or addressing any concerns theymay have. Their duties include handling many inbound and outbound calls to andfrom customers, listening to customers’ needs or issues and providing helpfulsolutions to their problems.

Call Centre Agent (CSR) duties and responsibilities

Call CentreRepresentatives complete customer service tasks that ensure customers have theinformation and assistance they need and maintain the company’s positivereputation. They often have the following responsibilities:

Call Centre Agent JobDescription Template

We are searching for apolite, professional call center agents who can provide outstanding service toour customers by answering questions, handling complaints, and troubleshootingproblems with our products and services. The call centre agent may handle ahigh volume of inbound or outbound calls or both and should seek to create apositive experience for each caller. They will listen to clients to understandthe reason for their call, address all questions or complaints, and provide anaccurate and efficient response.

To be a successful callcenter agent, you should be customer-focused, detail oriented, and efficient.You should be polite, reliable, knowledgeable, and adaptable.

Call Centre AgentResponsibilities:

• Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services.
• Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
• Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
• Building lasting relationships with clients and other call centre team members based on trust and reliability.
• Utilizing software, databases, scripts, and tools appropriately.
• Understanding and striving to meet or exceed call centre metrics while providing excellent consistent customer service.
• Making sales or recommendations for products or services that may better suit client needs.
• Taking part in training and other learning opportunities to expand knowledge of company and position.
• Adhering to all company policies and procedures.

Call Centre AgentRequirements:

• High school diploma or equivalent.
• More education or experience may be preferred.
• Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.
• Understanding of company products, services, and policies.
• Proficiency with computers, and strong typing skills.
• Ability to ask prying questions and diffuse tense situations.
• Adaptability and accountability.
• Fluency in multiple languages may be desired.