Call Centre Agent: Example Job Description

Front-line agents have many names in different call centres including;

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