Call centre agent Job Description
Call centre agent Job Description Template
Call Centre Agents manage customer interactions, addressing inquiries and resolving issues, primarily via phone. Responsibilities include data entry, maintaining customer records, and achieving service targets. Expertise in communication and problem-solving is essential.
Responsibilities:
- Answering incoming calls from customers and providing accurate information
- Handling customer inquiries, complaints, and escalations professionally and efficiently
- Identifying and resolving customer needs using appropriate solutions and resources
- Keeping records of customer interactions, transactions, comments, and complaints
- Meeting productivity and quality standards as set by the company
- Adhering to company policies and procedures while delivering excellent customer service
- Continuously updating job knowledge by participating in learning opportunities
- Contributing to team effort by accomplishing related results as needed.
Requirements:
- Excellent Communication Skills in English
- Ability to handle high call volumes
- Good listening and problem-solving skills
- Ability to work in shifts (day/night)
- Basic computer knowledge and typing skills
- Patience and empathy while dealing with customers
- Ability to work under pressure and meet targets
- Experience in a similar role will be an added advantage