Call Centre Representative Job Description

Call Centre Representative Job Description

The Call Centre Representative job description is typically for someone who assists clients by handling many customer calls. Their primary duty is to ensure customer satisfaction by giving customers all the necessary information and support. Call centre representatives help customers with questions, complaints, or problems by drawing on their understanding of the company's goods, services, and policies. They speak with customers, listen to them, better understand their needs, and offer possible solutions. Call centre representative job description should show that individuals in these roles deal directly with clients on various problems and inquiries.

Effective call centre representatives exhibit competence in both soft and hard skills. In addition to the ability to follow the rules, policies, and procedures covered in their training, hard skills also include using the technology and software needed to perform their duties. Soft skills for call centre representatives include tolerance, empathy, listening, ownership and flexibility.

A Call Centre Representative that succeeds must have a positive attitude about their work and compassion for the client. To give clients the knowledge or solutions they require, they should also possess great listening and problem-solving skills. Call Centre Representatives may also need to collaborate with department managers to guarantee client happiness and address issues.

Call centre representatives are vital to every business. The call centre representatives represent a company's front line; therefore is essential to hire a competent call centre representative capable of providing excellent customer service. This will increase customer loyalty and confidence and also offer a competitive advantage.

Related: The Benefits of Working as a Call Centre Customer Service Agent 

Call centre representative job description: Overall Purpose

Helps clients by handling incoming or outgoing customer calls for an organization. Call centre representatives must balance their organizations' needs and customer needs.

Call centre representative job description: Primary duties


Listed below are some of the primary responsibilities of a call centre representative:

  • Assists customers by finding solutions to their inquiries.
  • Assists customers by actively listening to callers, confirming or clarifying information, and, as necessary, dealing with unhappy customers.
  • Establishes lasting relationships of confidence and dependability with customers by handling customer complaints effectively and professionally.
  • Promotes the business' products by making sales suggestions for products or services that may better meet customers' needs.
  • Resolves situations involving disgruntled consumers by providing empathic support and assistance.
  • Collects useful information that aids marketing professionals in understanding their future market, customer behaviour, and competition by conducting market research.
  • Understands call centre metrics and works to meet or exceed them by delivering superior, dependable customer service.
  • Builds customer confidence and ensures clients feel supported and valued by providing prompt and accurate responses.
  • Makes sales for the business by processing customers' orders and payments.
  • Delivers personalized customer experience by frequently reviewing and updating the call centre database in the customer relationship management (CRM) system.
  • Increases knowledge of the business by following all company policies and procedures.

Related: US Jobs: Customer Service Representative Work From Home

Call centre representative job description: Required Qualifications

Below are some educational requirements you should consider including in the call centre representative job description:

  • High school diploma or equivalent.
  • Good command of Microsoft Office and CRM software.
  • Fluency in multiple languages may be an added advantage.

Related: The Benefits Of Working As A Call Centre Customer Service Agent

Call centre representative job description: Experience required

  • Prior work experience providing customer service is required as call centre representatives must be able to deal with various types of customers.
  • Positions in specialized industries may call for specialized certification or licensure to provide specific information or services to customers.

Related: Job Description for Customer Service Representative

Call centre representative Job Description: KSAOs


  • Knowledge of company products, services, and policies to deliver accurate information to clients.
  • Knowledge of CRM software is required to track every customer interaction, keep customer contact information current, and manage customer accounts.


  • Strong organizational and decision-making abilities to ensure prompt feedback to customers.
  • Excellent interpersonal and relationship-building abilities to be able to offer outstanding customer experience.
  • Outstanding customer service, active listening, communication skills (verbal and written), and a professional phone voice.
  • Capacity to think creatively to assist dissatisfied customers.
  • Capacity to prioritize customers and accommodate various personality types.


  • Staying calm in stressful situations is crucial to dealing with angry customers.
  • Excellent active listening abilities to be able to solve customer problems.
  • Ability to professionally and patiently interact with customers.

Other Characteristics

Related: Knowledge, Skills and Abilities: Everything you need to know


It is impossible to disregard the call centre representative job description in any industry where customer focus is important. Call centre representative job descriptions should show that individuals in this role are in charge of much more than just problem-solving. They act as the face of the businesses. Because of this, it's crucial to ensure that the main responsibilities and tasks you provide in a job description are tailored to your company.

Chido Madzogo
This article was written by Chido a Consultant at Industrial Psychology Consultants (Pvt) Ltd

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