Call Center Customer Service Job Description

Updated April 23, 2018

Position Overview

A call center customer service representative has one of the most critical jobs in a call center. It is his or her duty to provide customers with the right type of information regarding the company’s products and services.

People working at this position work over the telephone, or through emails to provide customers with the best in services, so that repeat business becomes a surety.

Educational & Skills Requirements

To work as a call center customer service representative, you have to possess a high school diploma or a GED equivalent at the very least. If you have had some experience in a customer service capacity, you will, of course, be considered a great hire. Exceptional communication skills and excellent phone manner are prerequisites of working at this position.

Moreover, it is essential to be knowledgeable about the specific products or/and services that the company is offering, so that this information can be profoundly communicated to the customers. Also, it is imperative for you to be able to handle many calls in a day, as call centers are forever brimming with calls and emails.

To see what specific duties you may be asked to perform in the role of a call center customer service representative, have a look at the following list of responsibilities particular to this work:

Call Centre Customer Service Duties & Responsibilities

• Respond to inbound calls, providing proper greeting as established by the supervisor.

• Follow a set script to respond to customers’ inquiries regarding products and services.

• Answer customer’s questions about service status, or the status of their claims or deliveries.

• Check customer’s accounts while keeping them on hold, maintaining constant contact to ensure that they remain online.

• Provide customers with information on their account statuses, and any past dues in their names.

• Reset usernames and passwords, upon the request of customers, or when account statuses require it.

• Provide customers with information on their order timelines, and ensure that reasons for the delay are communicated to them.

• Create tickets for problems or issues that cannot be resolved over the telephone, and follow up on ticket statuses.

• Escalate difficult cases to supervisors, aiming to resolve problems on an immediate basis.

• Work with other team members to resolve tickets according to specified protocols and procedures.

• Indulge in suggestive selling activities to meet assigned targets, aiming to increase the company’s business.

• Maintain communication equipment such as phone consoles and headsets, and communicate any issues to the supervisor.