Call Centre Agent: Example Job Description Related Articles Typical Roles in a Call Centre – With Job Descriptions Resource Planning Manager: Example Job Description Contact Centre Manager: Example Job Description Senior Operations Manager: Example Job Description 8,373 Filed under - Call Centre Life, An Introduction to Contact Centres, Job Description, Jobs Front-line agents have many names in different call centres including; Agent Advisor Customer Service Representative (CSR) Consultants Specialist Associate Officer FTE (Full time equivalent) With so many job titles it does make it hard to find job skill lists but our list would include the following responsibilities; Excellent customer service skills (including questioning, probing, listening, establishing rapport, matching and closing) Genuine passion for speaking to customers, answering queries and a clear communicator To ensure customers queries are answered with the aim of a first time resolution To ensure that queries are responded to within our agreed response time To ensure the best Customer Care experience is given to all customers To achieve KPI’s whilst maintaining excellent quality To handle customers across different platforms, including Social Media, Email, Live Chat and Telephony You will work with your colleagues across Customer Care to identify and highlight trends in any customer queries Be passionate about being the best you can be and want to achieve targets Flexible for both the company and customers Strong team working ability Flexibility and able to adapt quickly to changing priorities Ambitious and willing to accept new challenges Author: Rachael Trickey Published On: 13th Jan 2014 - Last modified: 19th Sep 2019 Read more about - Call Centre Life, An Introduction to Contact Centres, Job Description, Jobs Recommended Articles Typical Roles in a Call Centre – With Job Descriptions Resource Planning Manager: Example Job Description Contact Centre Manager: Example Job Description Senior Operations Manager: Example Job Description Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter