Contact Centre Agent

Contact Centre Agent Job Description Template

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


  • Processing orders;
  • Monitoring the web chat function;
  • Answering inbound phone calls;
  • Customer Service;
  • Responding to emails;
  • Replying to letters;
  • Deal with all telephone calls in a prompt, courteous and professional manner;
  • Conduct follow up calls on all quotation enquiries within agreed time frames;
  • Ensure profit levels are, maintained to agreed parameters, through negotiation with Contact Centre Manager;
  • Conduct soft outbound calls and answer inbound sales calls, following up lapsed customers and warm leads;
  • Establish an excellent working relationship with Field Sales personnel;
  • To assist with other departments and represent the company at events as required;
  • Manage open orders, aiming to maximise invoiced sales;
  • Processing and escalating calls as necessary to ensure first time resolution wherever possible;
  • Raise and progress customer orders, ensuring delivery dates are met.


  • Well-developed planning and organisational skills;
  • Good computer skills;
  • Good interpersonal skills;
  • Previous contact centre experience;
  • Effective communication and negotiation skills – both verbal and written;
  • Ability to multitask and adapt to a fast paced environment;
  • Excellent attention to detail;
  • Accuracy and attention to detail;
  • Good standard of numeracy;
  • Good standard of IT literacy;
  • Good telephone manner;
  • Excellent level of telephone skills;
  • Track record in excellent customer service;
  • GCSE Maths and English or Equivalent;
  • Competent at using email as a method of communication to both customers and colleagues.