Call centre representative Job Description

Call centre representative Job Description Template

Call Centre Representatives manage customer interactions, addressing inquiries and resolving issues promptly. Responsibilities include handling inbound/outbound calls, providing product information, and ensuring high-quality customer service.

Responsibilities:

  • Answering incoming calls and handling customer inquiries
  • Providing excellent customer service by identifying customers' needs and resolving their issues
  • Processing orders, forms, applications, and requests from customers
  • Documenting all customer interactions and maintaining accurate records
  • Adhering to scripts, procedures, and guidelines while handling customer calls
  • Meeting call handling quotas and quality standards
  • Keeping up-to-date with product and service information to provide accurate information to customers
  • Escalating unresolved issues to appropriate departments or supervisors for further investigation and resolution

Requirements:

  • Excellent communication skills in English and/or other languages as required for the position
  • Ability to handle high volume of inbound and outbound calls in a professional and courteous manner
  • Strong problem-solving skills and ability to think on your feet
  • Comfortable with using computer systems and multitasking
  • Ability to work in a fast-paced environment and meet performance targets
  • Strong attention to detail and ability to accurately record information
  • Ability to work flexible hours, including evenings and weekends
  • Previous experience in a call centre or customer service role would be an advantage