Job descriptions templates in Customer Service (53)

Call Center Agent job description template with skills and salary market rate

About this position

The Call Center Agent is responsible for handling inbound and outbound customer calls, providing exceptional service and resolving inquiries or issues. Reporting to the Call Center Supervisor, this role requires strong communication skills, the ability to multitask, and a customer-centric approach to ensure customer satisfaction and retention.

Responsibilities

• Answering incoming calls and responding to customer inquiries in a professional and courteous manner.
• Providing accurate information about products and services to customers.
• Resolving customer complaints and ensuring customer satisfaction.
• Handling customer inquiries and providing appropriate solutions and alternatives within the time limits.
• Keeping records of customer interactions, transactions, comments, and complaints.
• Following communication procedures, guidelines, and policies.
• Upselling products and services to customers when appropriate.
• Identifying and escalating priority issues to the appropriate department or supervisor.
• Maintaining a high level of knowledge about company products, services, and policies.
• Meeting or exceeding call center performance goals and targets.

Requirements

• Excellent communication skills, both verbal and written
• Strong problem-solving abilities and ability to think on your feet
• Ability to handle high-stress situations and remain calm under pressure
• Proficient in using computer systems and navigating multiple software applications simultaneously
• Previous experience in customer service or call center environment preferred

Skillset

Salary market rate for Call Center Agent