Call Centre Agent Job Description Template
Our company is looking for a Call Centre Agent to join our team.
Responsibilities:
- Follow up calls to customers;
- Answering incoming customer enquiries via telephone and email;
- Making sales or recommendations for products or services that may better suit client needs;
- Building lasting relationships with clients and other call center team members based on trust and reliability;
- Maintain a high attention to detail with excellent accuracy, organisational skills and ability to prioritise workload to ensure optimal productivity;
- Adhere to company policies and processes regarding security, fraud and data protection;
- Taking part in training and other learning opportunities to expand knowledge of company and position;
- Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services;
- Adhere to company policies and procedures;
- Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service;
- 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;
- General administration duties;
- Utilizing software, databases, scripts, and tools appropriately;
- Making outgoing calls/emails to provide resolutions and close cases.
Requirements:
- Ability to work as part of a close team;
- Strong communicator;
- Excellent telephone manner;
- Ability to ask prying questions and diffuse tense situations;
- Understanding of company products, services, and policies;
- Resilient;
- Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice;
- Remaining calm in often stressful situations;
- Proficiency with computers, especially with CRM software, and strong typing skills;
- Problem solver;
- A compassionate attitude;
- Computer literacy;
- Strong time management and decision making skills;
- Excellent communication skills, both written and verbal.