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
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