Call Center Representative Job Description

Call Center Representative Job Description and Profile

Call Center Representatives, working in a call center environment, interact with the customers to deliver information in answer to general customer inquiries, invoice questions, orders, and customer complaints.  Their main aim is to project the professional organization image through telephone interaction. They handle customer complaints and offer suitable proper solutions.

Duties and Responsibilities

• Handling outbound and inbound calls from external and internal customers.
• Handling incoming requests from external customers by e-mail or fax and managing their inquiries or requests.
• Providing information on complaints regarding specific products as well as services.
• Selling products and placing customer orders in the computer system.
• Transferring customer calls with complex inquiries to appropriate staff.
• Completing call reports and logs, and researching billing issues.
• Recognizing, documenting, and informing the supervisor regarding the trends in internal and external customer calls.
• Recommending process improvements and researching misapplied payments.
• Resolving customer support related issues and providing customer with proper solution, via the troubleshooting techniques.
• Obtaining and evaluating all relevant data to handle complaints and inquiries.
• Performing customer verifications, processing orders, applications, forms, and requests.

Skills and Specifications

• Strong communication skills and basic computer knowledge.
• Flexibility, proactive and perseverance.
• Should be able to operate well under tight pressure.
• Able to juggle multiple projects simultaneously.
• Ability to type and good product knowledge.

Education and Qualifications

• High school diploma from an accredited institution.
• General education degree.
• Interest in working with customers.