Call Center Agent Job Description

What is the job description of a Call Center Agent? What are the duties and responsibilities of a Call Center Agent? What does a Call Center Agent do?

Job description of a Call Center Agent

Call center agents answer incoming calls from customers who want to place orders, respond to inquiries, manage complaints, troubleshoot significant customer service problems, and provide general information.

This Call Center Agent job description example includes the list of most important Call Center Agent duties and responsibilities as shown below. It can be modified to fit the specific Call Center Agent profile you're trying to fill as a recruiter or job seeker.

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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