Call Center Customer Service Representative job description

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Call Center Customer Service Representative Duties and Responsibilities

Call Center Customer Service Representative job description should contain a variety of functions and roles including:

Receiving or making a high volume of calls from or to customers.
Striving to achieve first call resolution and maintain the quality of service provided by the call center.
Using listening skills to understand the needs and complaints of the customer before offering them the best possible solution.
Understanding and using the required software, reports, tools, and metrics.
Transferring and escalating the calls to the appropriate department if needed, such as sales.
Participating in training and striving to increase and improve existing skills.
Adhering to all company policies and procedures.
Responding efficiently to customers and creating a positive experience.
Remaining calm and professional while dealing with angry customers and providing them with the best solutions to resolve their issues.
Joining a team of Call Center Customer Service Representatives and building a positive relationship of teamwork, trust, and excellence.

Call Center Customer Service Representative Requirements / Skills / Qualifications

Call Center Customer Service Representative job description should include these common skills and qualifications:

High School Diploma or equivalent.
More education or experience may be preferred.
Exceptional telephone manner, customer service skills, active listening skills, verbal, and written communication skills.
Strong time management skills.
Being able to speak more than one language fluently would be highly advantageous.
Proficiency with computers, especially with regards to CRM software.
Ability to resolve conflict and diffuse tension.

As a hiring manager, recruiting an ideal Call Center Customer Service Representative starts with crafting a good job description. Use this Call Center Customer Service Representative 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 Customer Service Representative may also reference it in preparation for the interview.

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