What is a Call Center Agent doing? Job description and responsibilities

What does a Call Center Agent do?

The Call Center Agent is responsible for handling inbound and outbound customer calls, providing exceptional service and resolving inquiries or issues. Reporting to the Call Center Supervisor, this role requires strong communication skills, the ability to multitask, and a customer-centric approach to ensure customer satisfaction and retention.

Responsibilities of Call Center Agent

• Answering incoming calls and responding to customer inquiries in a professional and courteous manner.
• Providing accurate information about products and services to customers.
• Resolving customer complaints and ensuring customer satisfaction.
• Handling customer inquiries and providing appropriate solutions and alternatives within the time limits.
• Keeping records of customer interactions, transactions, comments, and complaints.
• Following communication procedures, guidelines, and policies.
• Upselling products and services to customers when appropriate.
• Identifying and escalating priority issues to the appropriate department or supervisor.
• Maintaining a high level of knowledge about company products, services, and policies.
• Meeting or exceeding call center performance goals and targets.