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