Call Centre Operator Jobs Description
Call Or Contact Centre Workers Respond To Telephone, Internet And Email Enquiries And Complaints About An Organisation’s Goods And Services, And Promote The Goods And Services. Call Centre Operator Jobs in Canada
Job Description for Call Center Agent
Call center agents work in telephone call center where they may receive incoming calls from customers regarding a product or service or place outgoing calls to current or potential customers. They are required to help customers in a number of areas, such as billing, service issues, and orders. They typically work on a computer at a workstation or cubicle, where they log the calls they make or receive and enter customer information into a specialized database. They may be required to take on additional duties, such as sales and retention. Call center agents are required to be polite and friendly to customers, as well as knowledgeable of their company’s products and services. They are usually held to strict timelines for each call, so speed and accuracy are important. Scheduling is important in call centers, so that enough agents available at any time to answer calls, so adherence to scheduling and attention to detail are critical traits for a call center agent. Call center agents usually work as part of a team; depending on the size of the center, there could be many teams of call center agents. Each team usually work under a team leader, who works under a center manager or director. Call center agents work in a business office environment, and shifts can vary based on the needs of the business. Different companies require different skill sets of their agents; however, in general, call center agents do not need a college degree. They are required to have excellent communication skills, both verbal and written, computer and Internet knowledge, and the ability to multitask in a busy environment. Flexibility is a must, because job duties, scheduling, and company offerings may change often with little notice.
Call Center Operator Duties/Functions/Responsibilities
- coaching staff and assisting call centre operators to resolve problems and customer inquiries
- developing rosters and managing staff numbers to meet work flows
- answering incoming calls, emails and messages, and assisting customers with their specific inquiries
- identifying requirements and recording information into computer systems
- listening to calls conducted by call centre operators and providing performance feedback
- monitoring and timing calls
- arranging the despatch of goods, information kits and brochures to customers and interested parties
- undertaking clerical duties, such as faxing, and filling out paperwork, and liaising with other departments associated with completing the customer contact
- issuing invoices and receiving electronic payments for goods and services provided
- creating further interest in goods and services by offering customers more information about goods and inviting customers to use services on offer
- updating databases to reflect changes to the status of customers and prospective customers
Salary Details & other allowances : Excellent Salary Package + Overtime + other allowances provided by company. Company may provide accommodation and food facility. (Overtime depends on work loads)
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