Call Centre Agent: Example Job Description


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, , ,

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