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.


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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


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Call Centre Representative Job Description Examples:


Example 1

KTI Limited is thrilled to announce a new Customer Service position to help fuel our phenomenal growth. We are seeking a creative, self-starting individual with a need to win to add to out team! If you consider yourself to be a team-oriented worker, that can contribute to the success of the organization, that has a good understanding excellent customer service, service delivery and customer resolution this job is for you! *Why should you work for KTI?* * Full time * Hours of operation: 8 am to 8 pm Mon- Friday * Saturdays: 8 am to 4 pm * Schedule will require to work some Saturdays * We go beyond the cookie-cutter mindset by offering customized solutions that provide our customers with convenience and value * Competitive salary based on experience *What’s in it for you?* * Complete daily/weekly and successfully build strong partnerships with internal and external customers. * Work with the Inventory Analyst to optimize inventory to best meet the needs of our customers. * Daily review of all appointed deliveries and follow up to ensure all appointments are met. * Review delayed or incomplete deliveries and communicate with assigned terminal for resolution, communicate follow with the customer to reschedule delivery time and review reasons for rescheduling circumstances. * Perform outbound calls to different customers and technicians. * Book appointments on behalf of homeowners for our infield technicians * Execute various administrative tasks * * College or University Degree in related field or relevant work experience * A people-person who likes interacting with others * 1-3 years of experience in customer service or a call center environment * Proficient with Microsoft Windows/ MS Office Applications * Knowledge of NetSuite is considered an asset. * Positive, independent mind set. * Fluently bilingual in French and English is required * Proven analytical skills, thorough attention to detail and sound judgement. * Customer service orientation * Strong time management and organizational skills with the ability to manage multiple priorities simultaneously Reference ID: Bilingual Call Center Representative Job Types: Full-time, Permanent Schedule: * 8 hour shift COVID-19 considerations: KTI will provide all COVID-19 related PPE to all employees (Masks, gloves, etc..) KTI will provide comprehensive COVID-19 training to all new employees Application question(s): * Do you speak French? * Are you available to work full time? * Are you currently attending school? Education: * Secondary School (preferred) Experience: * customer service: 1 year (preferred) Work remotely: * Temporarily due to COVID-19

Example 2

Location: Surrey Job Title: Client Service Representative (CSR) Job Type: Full-Time Industry: Financial Services At True North, we are looking for individuals who are reliable, will show up for work every day, will conduct themselves in a professional manner, will handle 100 plus calls per day and will always deliver exceptional customer service to our clients. As a Client Service Representative, your role will be essentially that of a call center agent with your primary focus being to contact potential clients by phone and, through a detailed discovery process, determine their compatibility for our services. Your goal should be to deliver exceptional customer service during every interaction while working to expedite the application process. Your effectiveness will be measured by your ability to meet or exceed KPI’s and objectives set out at the beginning of each fiscal year. Your core will include:
  • Making outbound phone calls to (1) explore potential clients compatibility for our services (2) to follow-up on outstanding documentation and engage clients to follow through with our services
  • Meet or exceed individual KPI's
  • Deliver exceptional customer service during all interactions with clients
  • Maintain customer records in a timely and accurate manner by updating account information in our system We've worked hard to maintain the best customer experience and have received fantastic reviews (check them out yourself on Google, Facebook or the Better Business Bureau), and we're looking to continue with this level of customer service. What's it like to work at True North Disability Services? Copy and paste this link to find out what our team members think! At True North, the health and wellness of our team is of the utmost importance. During these challenging times, we are striving to be a part of the solution and not the problem in fighting the COVID-19 Pandemic. In light of this, we have adapted to offer remote on boarding, training and working environments for our staff until such time as we see fit to return to our bright and vibrant office space. *(Please note that we require applicants to live and work within the Metro Vancouver or Fraser Valley regional districts.)* Job Types: Full-time, Permanent COVID-19 considerations: In response to the COVID-19 Pandemic, we have created and implemented a comprehensive disease mitigation policy to ensure the safety of our team. Job Types: Full-time, Permanent Additional pay: * Bonus pay Benefits: * Dental care * Extended health care Schedule: * 8 hour shift * Monday to Friday Education: * Secondary School (preferred) Experience: * customer service: 1 year (preferred) Work remotely: * Yes
  • 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. 


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    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.


    Do Call Centre Representatives have different responsibilities in different industries?

    Many different industries employ Call Centre Representatives, so it is possible that the duties will differ slightly. A global telecommunications company may have different needs than a software startup company. In all Call Centre Representative roles, candidates will communicate with customers about their present and future needs and issues. For the most part, the roles will largely be similar industry to industry.

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