Call Center Agent Duties & Responsibilities

The role and function of a Call Center Agent includes the following duties and responsibilities:

  • Answer incoming calls and respond to customer’s emails
  • Management and resolve customer complaints
  • Sell products and place customer orders in the computer system
  • Route calls to appropriate resources
  • Document all call information according to standard operating procedures
  • Recognize, document, and alert the management team of trends in customer calls
  • Follow up customer calls where necessary
  • Identify and escalate issues to supervisors
  • Provide product and service information to customers
  • Research required information using available resources
  • Research, identify, and resolve customer complaints using applicable software
  • Process orders, forms, and application
  • Upsell products and services
  • Complete call logs and reports
  • Other duties as assigned

Note that this is not an exhaustive list of Call Center Agent duties and responsibilities. Job functions for specific Call Center Agent roles may vary, depending on the industry and type of employer.

Share on

Recommended

Call Center Agent Job description

Call Center Agent Salary in Nigeria

Call Center Agent Interview questions

Call Center Agent Cover letter

Call Center Agent CV

Call Center Agent Jobs in Nigeria

Similar job descriptions

Call Center Manager job description

IT Help Desk Technician job description

Customer Service Specialist job description

Telemarketing Executive job description

Help Desk Specialist job description

Customer Service Executive job description

Guest Relations Manager job description

Contact Centre Agent job description

Client Relationship Manager job description

Customer Support Executive job description

Client Service Executive job description

Customer Relationship Manager job description

Bilingual Customer Service Representative job description

Customer Service Consultant job description

Front Desk Representative job description

Relationship Manager job description

Client Services Manager job description

Call Center Supervisor job description

Service Manager job description

Customer Service Officer job description