Contact Centre Agent job description

Contact Centre Agent Duties and Responsibilities

Contact Centre Agent job description should contain a variety of functions and roles including:

Provide customers with needed information and support
Make outbound calls.
Receive inbound calls
Utilize computer technology to handle a high volume of calls
Send and reply emails and messages
Work closely with Team leads, supervisors and contact centre managers to ensure synergy and all-time customer satisfaction
Adherence to call script and call centre policies.
Compile reports.
Ensure that customers/callers are satisfied.
Gather information from customers.
Consistently ensure call(outbound/inbound) quality
Contributes to team effort by accomplishing related results as needed.
Exhibiting competent product Knowledge.

Contact Centre Agent Requirements / Skills / Qualifications

Contact Centre Agent job description should include these common skills and qualifications:

High school diploma or equivalent
University/college degree is an asset.
X years of experience in a contact center environment
Knowledge of customer service practices and principles
Excellent data entry and typing skills
Ability to handle stressful situation appropriately
Ability to Multitask.
Proficient in relevant computer applications
Superior listening, verbal, and written communication skills

As a hiring manager, recruiting an ideal Contact Centre Agent starts with crafting a good job description. Use this Contact Centre Agent job description template to save yourself time and help you attract the most qualified candidates. Feel free to revise it to meet your specific needs.

Job seekers interviewing for the role of a Contact Centre Agent may also reference it in preparation for the interview.