Special offer 

Jumpstart your hiring with a $100 CAD credit to sponsor your first job.*

Sponsored jobs are 4.5X more likely to result in a hire.**
  • Invite matched candidates to apply
  • Increase your visibility in job search results
  • Appear to more candidates longer

Call Centre Representative Job Description: Top Duties and Requirements

A Call Centre Representative, or Call Centre Agent, is responsible for handling customer service matters over the telephone. Their main duties may include making or answering customer calls, offering support for their needs, and deescalating issues they may have.

Build a Job Description

Call Centre Representative duties and responsibilities

A Call Centre Representative will take on a variety of duties and responsibilities. They will complete customer service tasks to ensure their customer has the best experience possible. Some other tasks include:

  • Take customer calls and provide support for their inquiries
  • Offer assistance to clients who may be having issues and pass them on to the correct departments, as needed
  • Call customers to offer new products or programs
  • Review customer accounts and proactively reach out about upgrades or support issues
  • Work with colleagues to provide better customer service across the organization
  • Help train new employees
Build a Job Description

Call Centre Representative Job Description Examples:

What does a Call Centre Representative do?

A Call Centre Representative works for a company that needs extra support via telephone agents. In more modern times, a Call Centre Representative may now also converse with clients through computers via a chat program. They provide support to customers who need help navigating an issue. They may help the customer directly, or they may pass the customer on to another department. They may also proactively call customers to let them know about new sales, promotions, or services.

Call Centre Representative skills and qualifications

A Call Centre Representative will need a variety of skills and qualifications to succeed in the role. On top of being very customer-focused, they will need:

  • Strong verbal and written communication skills for discussing topics with clients
  • Active listening skills to determine customer needs and a best course of action
  • Ability to be patient and friendly with all types of customers
  • Flexibility and adaptability to work in a fast-paced environment
  • Familiarity with computers and telephone etiquette
  • Ability to troubleshoot issues and provide clear and concise directions to customers

Call Centre Representative experience requirements

If the role is entry-level, experience as a Call Centre Representative may not be needed. However, it would be ideal if candidates have previous call centre experience. Any experience in customer service will be beneficial for a role like this. If you need an employee with leadership skills, previous experience as a Call Centre Representative may be necessary. If a candidate has experience in your particular industry, they may bring valuable knowledge to the organization.

Call Centre Representative education and training requirements

Many candidates will have a high school diploma or equivalent. Other candidates may be working to obtain a post-secondary degree, or have completed it. A degree in any field is usually not a prerequisite for a job as a Call Centre Representative. However, it is possible that candidates with further education may bring valuable skills or knowledge. On-the-job training is often the best experience a candidate can bring to a role such as this. Those who have experience in your industry may stand out.

Call Centre Representative salary expectations

According to Indeed Salaries, the average salary for a Call Centre Representative is $15.68 per hour. This will vary, depending on the industry, the location of the offices, and the experience of the candidate.

Job description samples for similar positions

If a Call Centre Representative job description is not what you are looking for, here are some other samples to review:

Ready to Hire?Build a Job Description

Call Centre Representative job description FAQs

What are the day-to-day duties of a Call Centre Representative?

A Call Centre Representative may start their day by checking emails or voicemails that may have been left for them on another shift. Another colleague may also have left a note about a customer they need to follow up with. They will spend part of their day on calls with new and existing customers. They may need to follow up with emails to ensure proper communication is tracked. They will spend some time reaching out to customers about promotions and sales and sometimes responding to support issues.

Who does a Call Centre Representative report to?

A Call Centre Representative will report to a Call Centre Manager who is responsible for a group of representatives at the organization. It is the responsibility of the Call Centre Manager to help support Call Centre Representatives in difficult situations with customers. It is also their responsibility to provide growth opportunities and mentorship.

Job Description Examples

Need help writing a job description for a specific role? Use these job description examples to create your next great job posting. Or if you’re ready to hire, post your job on Indeed.

No search results found