A call centre representative is responsible for managing customer interactions, both by answering incoming calls and making outbound calls as needed.[1] The core duties typically include:
- Handling inbound and outbound calls: Respond to customer enquiries, make follow-up calls, and provide information about products or services.[1]
- Providing detailed information: Deliver accurate information about company offerings and answer questions to support customers.[1][5]
- Troubleshooting and resolving issues: Listen actively to customer concerns, identify the problem, and use problem-solving skills to resolve complaints efficiently.[2][5][7]
- Recording customer interactions: Keep thorough and organized records of each customer interaction, including issues raised and solutions provided, often using databases or CRM software.[1][3]
- Escalating complex cases: Refer unresolved or complex issues to supervisors or specialized departments when required.[1][7]
- Processing orders and payments: Assist customers with order placements, process payments, handle billing queries, refunds, exchanges, or cancellations as needed.[1][7]
- Communicating across departments: Liaise with other teams to resolve service issues that require cross-functional collaboration.[1]
- Following scripts and procedures: Adhere to provided scripts and company policies to ensure standardized and high-quality service.[3][5]
- Promoting products and services: Identify upselling and cross-selling opportunities, where appropriate.[3]
- Participating in training and performance improvement: Attend workshops or seminars to enhance product knowledge and call handling proficiency, and strive to meet key performance metrics.[3][5]
- Demonstrating soft skills: Employ active listening, empathy, patience, strong communication skills, and adaptability to create a positive customer experience.[2][4][6][8]
References
- [1] Call Center Duties, Job Description, And Tips In 2024 – LiveAgent
- [2] 13 Call Center Skills for Agent Success – Sprinklr
- [3] Call Center Representative job description – Recruiting Resources
- [4] Top 11 call center skills every agent needs – Zendesk
- [5] Call Center Representative Job Description – Betterteam
- [6] 17 Must Have Call Center Skills for Agents in 2025 – Enthu AI
- [7] What is a Call Center Agent? – Roles & Duties – VoiceSpin
- [8] 7 Important Call Center Skills Every Agent Should Have – CallMiner
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