Call Center Agent Job Description

What does a Call Center Agent do?

Call center agents are Customer service or sales representatives who handle phone calls, emails, real-time chat messages, text messages, and business support tickets. The types of calls and messages they handle can range from simple bill payment and order inquiries to complex support questions and complaints. Call center agents are usually responsible for managing large numbers of requests every day. Virtual call center representative works as a call center agent but not at the office. Instead, they work from home using their PC or laptop, and these representatives can work from any place with a stable network connection so they can communicate without any interruption or malfunction. Non-voice contact agents provide similar service to agents that work in a call center, but not verbally. They have to handle multiple chats most of the time, which means they have to be keen on understanding the issue, good at written communication and have at least an average typing speed.

Responsibilities of a Call Center Agent

• Professionally answer customer calls and respond to customer inquiries and complaints in a friendly manner • Use available resources to research the required information • Handle and resolve customer complaints related to product sales to customer service issues • Provide service and product information to company customers • Identify and escalate priority issues, and report to senior management • Follow up complicated customer calls when needed • Complete call records and call reports and update them in CRM • Obtain and evaluate all relevant data to handle complaints and inquiries. • Record details of comments, requests, complaints, and actions taken. And manage administration, communication and coordination with internal departments.

Requirements of a Call Center Agent

• High school Diploma/bachelor • 1-2 years of experience in call centers • Ability to multitask and manage time effectively • Understanding the company's products, services and policies • Familiar with computers, especially CRM software, with good typing skills • Fluency in multiple languages • Strong decision-making skills • Adaptability and accountability • Able to ask curious questions and should eliminate stressful situations.

Keys skills to become a Call Center Agent

• Excellent communication skill • Ability to handle stress • Quick thinking • Organization skills • Positive attitude • Knowledge to preservation and recall • Technical expert • Flexibility • Attention to detail • Resiliency and patience • Genuine empathy • Data entry skills • Professionalism