Call Center Representative Duties & Responsibilities

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

  • Manage large amounts of inbound and outbound calls in a timely manner
  • Follow communication “scripts” when handling different topics
  • Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
  • Seize opportunities to upsell products when they arise
  • Build sustainable relationships and engage customers by taking the extra mile
  • Keep records of all conversations in our call center database in a comprehensible way
  • Frequently attend educational seminars to improve knowledge and performance level
  • Meet personal/team qualitative and quantitative targets

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

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