Call Center Agent Job Description

We are looking for a Call Center Agent to handle inbound and outbound calls with professionalism and care. You will answer customer questions, resolve issues, record every contact accurately and meet the quality and productivity targets of your team. You will work in shifts as part of a supportive team with regular coaching and feedback from your team leader.

Responsibilities

• Take inbound calls and make outbound calls following the campaign or service guidelines
• Greet callers, verify their identity and understand the reason for the call
• Provide accurate information on products, services, orders or accounts
• Resolve issues on the first call whenever possible and escalate when necessary
• Follow scripts, call flows and compliance requirements while keeping a natural tone
• Enter call details and outcomes accurately in the CRM during and after each call
• Meet targets for quality, call handling time, availability and customer satisfaction
• Take part in coaching sessions, call reviews and product training
• Share recurring problems and customer feedback with the team leader

Requirements

• Clear, pleasant speaking voice and excellent listening skills
• Good command of the language of the calls, both spoken and written
• Ability to stay calm, patient and positive under pressure
• Comfortable using a computer, a headset and several screens at once
• Fast and accurate typing and data entry
• Reliability, punctuality and willingness to work scheduled shifts
• Ability to learn scripts, procedures and products quickly

Nice to Have

• Previous call center, telemarketing or customer-facing experience
• Fluency in a second language
• Experience with a CRM or telephony software
• Experience in our industry