Call Centre Agent (CSR)
24/7 Virtual Solutions, Pakistan

Call Centre Agent (CSR) Job Description: Top Duties and Qualifications

A Call Centre Agent (CSR), takes calls from customers answering questions or addressing any concerns they may have. Their duties include handling many inbound and outbound calls to and from customers, listening to customers’ needs or issues and providing helpful solutions to their problems.

Call Centre Agent (CSR) duties and responsibilities

Call Centre Representatives complete customer service tasks that ensure customers have the information and assistance they need and maintain the company’s positive reputation.

They often have the following responsibilities:

Call Centre Agent Job Description Template

We are searching for a polite, professional call center agents who can provide outstanding service to our customers by answering questions, handling complaints, and troubleshooting problems with our products and services. The call Centre agent may handle a high volume of inbound or outbound calls or both and should seek to create a positive experience for each caller. They will listen to clients to understand the reason for their call, address all questions or complaints, and provide an accurate and efficient response.

To be a successful call center agent, you should be customer-focused, detail oriented, and efficient. You should be polite, reliable, knowledgeable, and adaptable.

Call Centre Agent Responsibilities:

• Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services.
• Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
• Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
• Building lasting relationships with clients and other call Centre team members based on trust and reliability.
• Utilizing software, databases, scripts, and tools appropriately.
• Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.
• Making sales or recommendations for products or services that may better suit client needs.
• Taking part in training and other learning opportunities to expand knowledge of company and position.
• Adhering to all company policies and procedures.

Call Centre Agent Requirements:

• High school diploma or equivalent.
• More education or experience may be preferred.
• Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.
• Understanding of company products, services, and policies.
• Proficiency with computers, and strong typing skills.
• Ability to ask prying questions and diffuse tense situations.
• Adaptability and accountability.
• Fluency in multiple languages may be desired.

Job Rewards and Benefits