Job Description

A call centre Job Description is a document that sets out clear expectations of the duties for a specific job along with the associated Key Performance Indicators.

It’s kind of important.

Not only can the call centre job description be used for the recruitment process, but it should also act as the key reference for coaching a call centre agent and where needed, as part of the performance management process.

Example of a Call Centre Job Description

We’re going to assume you are going to include information about your business so candidates can get a feel for your culture, values etc.

The information below contains a generic call centre job description with examples for each section.

Call Centre Representative Key Responsibilities

Examples:

  • Answering or making calls to customers to identify and address their needs, complaints, or other issues with products or services.
  • Managing inbound and outbound calls in a timely manner
  • Identifying customers’ needs and providing suitable solutions
  • Adhering to defined processes and delegation limits
  • Updating and maintaining customer records
  • Adhering to scheduled shifts

Job brief

Example:

We are seeking a frontline call centre representative that will be the main liaison between our company and its current and potential customers.

The successful candidate will be able to required to answer incoming calls and take ownership for effectively solving customer issues, complaints and inquiries through to final resolution with the customer.

Key Responsibilities

Examples:

  • Manage large amounts of inbound and outbound calls in a timely manner
  • Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
  • Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
  • Seize opportunities to upsell products and services when they arise
  • Utilise software, CRM databases, scripts, and tools appropriately.
  • Maintain records of all conversations in our CRM tool in a comprehensible way
  • Meet or exceed individual qualitative and quantitative performance metrics
  • Contribute to team qualitative and quantitative targets
  • Taking part in skills training and other learning opportunities to expand knowledge of the company and position.

Key Requirements

Examples:

  • Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.
  • Proficiency with computers, especially with CRM software, and strong typing skills.
  •  Previous experience in a customer service or support role
  • Strong phone and verbal communication skills along with active listening
  • Familiarity with CRM systems and practices
  • Strong time management and decision making skills.
  •  Customer focus and adaptability to different personality types
  • Ability to multi-task, set priorities and manage time effectively

Looking for a place to advertise your job? We’re launching FlexibleJobs.com.au with a big focus on call centre jobs so come and check it out!

Upcoming Industry Events:


Customer Service Emails – Dec 2020

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The December 2020 Customer service emails training course is designed to equip frontline correspondence Team Members and their direct Team Managers with the knowledge and skills needed to effectively (with style) and efficiently (with a focus on reducing unnecessary repeat contacts) better manage complaints and enquiries received via emails.

Workforce Management Essentials

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This 3-day course is designed to teach you the foundations of good Workforce Management principles (WFM), and how to implement them in your own business.

The Heart and Mind of a Winning CX Culture

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In this free webinar, Australia's leading customer service expert Jacquie Scammell provides some tips and insight into how to create a winning CX culture in your business.

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