Call Center Agent job description

Call Center Agent Duties and Responsibilities

Call Center Agent job description should contain a variety of functions and roles including:

Answer incoming calls and respond to customer’s emails
Management and resolve customer complaints
Sell products and place customer orders in the computer system
Route calls to appropriate resources
Document all call information according to standard operating procedures
Recognize, document, and alert the management team of trends in customer calls
Follow up customer calls where necessary
Identify and escalate issues to supervisors
Provide product and service information to customers
Research required information using available resources
Research, identify, and resolve customer complaints using applicable software
Process orders, forms, and application
Upsell products and services
Complete call logs and reports
Other duties as assigned

Call Center Agent Requirements / Skills / Qualifications

Call Center Agent job description should include these common skills and qualifications:

High school diploma or equivalent
University/college degree is an asset.
Proficient in relevant computer applications
X years of experience in a call center environment
Knowledge of customer service practices and principles
Excellent data entry and typing skills
Superior listening, verbal, and written communication skills
Ability to handle stressful situation appropriately
Ability to Multitask.

As a hiring manager, recruiting an ideal Call Center Agent starts with crafting a good job description. Use this Call Center Agent job description template to save yourself time and help you attract the most qualified candidates. Feel free to revise it to meet your specific needs.

Job seekers interviewing for the role of a Call Center Agent may also reference it in preparation for the interview.

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