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Call Center Job Description
The call center job description provides a clear understanding of the call center agent's role in both outbound call centers and the inbound call center. It details the duties, responsibilities and skills needed to work in a call center.
The call center function varies from one industry to the next but there are tasks and competencies common to most call center jobs regardless of company specifics.
CALL CENTER AGENT
General Purpose
Answer incoming calls from customers to take orders, answer inquiries and questions, handle complaints, troubleshoot problems and provide information.
Main Job Tasks, Duties and Responsibilities
- answer calls and respond to emails
- handle customer inquiries both over the phone and by email
- research required information using available resources
- manage and resolve customer complaints
- provide customers with product and service information
- enter new customer information into system
- update existing customer information
- process orders, forms and applications
- identify and escalate priority issues
- route calls to appropriate resource
- follow up customer calls where necessary
- document all call information according to standard operating procedures
- complete call logs
- produce call reports
Education and Experience
- high school diploma or equivalent
- proficient in relevant computer applications
- required language proficiency
- knowledge of customer service principles and practices
- knowledge of call center telephony and technology
- some experience in a call center or customer service environment
- good data entry and typing skills
- knowledge of administration and clerical processes
Key Competencies and Skills
- verbal and written communication skills
- listening skills
- problem analysis and problem solving
- customer service orientation
- organizational skills
- attention to detail
- judgment
- adaptability
- team work
- stress tolerance
- resilience
Outbound Call Center Agent Job Description
General Purpose
Interact by phone with outside parties to solicit orders for goods or services, request donations, make appointments, collect information or conduct follow-up.
Main Job Duties, Tasks and Responsibilities
- contact businesses or private individuals by phone
- deliver prepared sales scripts to persuade potential customers to purchase a product or service or make a donation
- describe products and services
- respond to questions
- identify and overcome objections
- take the customer through the sales process
- obtain customer information
- obtain possible customer leads
- maintain customer/potential customer data bases
- follow up on initial contacts
- complete records of telephonic interactions, orders and accounts
Education and Experience
- high school diploma or equivalent
- proficient in relevant computer applications and call center systems
- good typing skills
- knowledge of sales principles and methods
- proven track record in sales
- required language skills
Key Competencies and Skills
- communication skills
- persuasiveness
- problem solving
- adaptability
- tenacious
- negotiation skills
- stress tolerance
- high energy level
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Call center and customer service representative job descriptions
Call Center Job Description Template
Call center job interview questions
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The call center job description can be used by both job seekers and employers to provide a practical reference for the role of the call center agent, call center representative or customer service representative.
Latest Update - Call Center Salary
Indeed.com reports that the average base salary for US-based Call Center Representative job postings on the site is $17,12 per hour as of March 2023.