How to write a Call Centre Representative Job Description: Top Duties and Qualifications

A Call Centre Representative, or Call Centre Assistant works in a company’s call centre and handles incoming and outgoing customer calls. Their duties include answering calls within the allotted time, speaking with clients to learn how they can assist them and recommending the best products, services or solutions.

 

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Call Centre Representative duties and responsibilities

The type of duties a Call Centre Representative performs depends on the position. Someone who works for an IT services company, for instance, may provide customers with technical assistance. In contrast, another who works for an online shopping site may advise clients on products and take orders. Common daily duties of Call Centre Representatives include:

  • Responding to customer queries and complaints in an efficient and professional manner
  • Escalating customer issues with management when the need arises
  • Adhering to a company’s policies and procedures when interacting with customers
  • Following up on customer calls to ensure that that customers are satisfied
  • Staying up to date regarding a company’s products, services and policies by attending training sessions
  • Ensuring that they accurately comprehend clients’ requests and issues by confirming and clarifying information
  • Upselling products and services where possible and actively working towards reaching sales targets
  • Maintaining accurate customer records in a company’s customer relationship management (CRM) system and completing call logs and reports

 

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What does a Call Centre Representative do?

Call Centre Representatives are often the first point of contact for a company’s customers. The service they provide plays an important role in ensuring that customers feel supported and satisfied. Call Centre Representatives can work in a wide variety of call centres and typically focus on either incoming or outgoing calls. Those who handle incoming calls may take orders, answer customer queries or provide technical support services. Outgoing calls are mostly sales-related and involve a Call Centre Representative informing customers about products, services and offers. Those who work at inbound call centres may also call customers to provide feedback.

 

Call Centre Representative skills and qualifications

A successful Call Centre Representative will have various prerequisite skills and qualifications.

The job of a Call Centre Representative involves speaking to clients throughout the day. To accurately gauge the needs of customers, these employees must have excellent active listening skills. They also need strong verbal communication skills to provide clients with the necessary information. Their main skills include:

  • Good interpersonal skills to establish a positive rapport with clients
  • Excellent customer service skills to ensure that customers receive satisfactory service
  • Strong analytical and problem-solving skills to correctly identify issues and determine the most effective solutions
  • IT literacy, including a working knowledge of relevant software programs, such as a CRM system
  • Ability to remain calm and polite when dealing with unsatisfied clients
  • Stamina to handle high volumes of calls and consistently provide excellent service

 

Call Centre Representative experience requirements

The level of experience a Call Centre Representative needs varies depending on the position. Some employers are willing to take on candidates with no experience and provide them with on-the-job training. In contrast, other positions may only be open to candidates with previous experience working in a call centre environment. Those who are applying for positions that require technical expertise, such as IT technical support, typically need relevant experience in that field.

 

Call Centre Representative education and training requirements

There are no fixed education and training requirements for this occupation. Employers may expect candidates to have a few GCSEs, including English and maths, to show they have adequate numeracy and literacy skills. Candidates can develop valuable skills and knowledge by completing relevant courses, such as a Level 2 Certificate in Contact Centre Operations. It’s also possible to gain the relevant skills and experience through a customer service practitioner or call centre operations intermediate apprenticeship.

 

Call Centre Representative salary expectations

According to Indeed Salaries, the average salary for a Call Centre Representative is £1,381 per month . Salaries vary based on factors like location, industry and employer.

 

Job description samples for similar positions

If this job description doesn’t adequately describe the job opening you have, here are a few job description samples of similar positions to consider:

 

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Call Centre Representative job description FAQs

 

What are the hours of a Call Centre Representative?

The hours of a Call Centre Representative depend on the opening hours of the call centre. Many call centres are open for long hours, though, with some delivering 24/7 service. For this reason, Call Centre Representatives often work rotating shifts, which could include working evenings, over weekends and on bank holidays.

 

What's the difference between a Customer Service Representative and a Call Centre Representative?

Both of these occupations involve providing customers with information and support regarding a company’s products and services. Whereas a Call Centre Representative works in a call centre and provides telephonic support, however, a Customer Service Representative physically interacts with a client at a store or a company’s offices.

 

Who does a Call Centre Representative report to?

Call Centre Representatives typically report to Call Centre Supervisors or Managers.

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