Call Centre Agent

Call Centre Agent Job Description Template

Our company is looking for a Call Centre Agent to join our team.


  • 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.


  • 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.