Call Centre Agent

This occupation may include associated occupations with varying tasks.

• answering incoming calls emails and messages and assisting customers with their specific inquiries
• identifying requirements and recording information into computer systems
• coaching staff and assisting call centre operators to resolve problems and customer inquiries
• developing rosters and managing staff numbers to meet work flows
• listening to calls conducted by call centre operators and providing performance feedback
• monitoring and timing calls
• creating further interest in goods and services by offering customers more information about goods and inviting customers to use services on offer
• updating databases to reflect changes to the status of customers and prospective customers
• arranging the despatch of goods information kits and brochures to customers and interested parties
• undertaking clerical duties such as faxing and filling out paperwork and liaising with other departments associated with completing the customer contact

If you’re good with dealing with people, then this job might be up your alley. Working in the Call Centre & Customer Service industry involves taking phone, internet or email enquiries and complaints, help solve the customer’s needs.In this type of role, it’s important to put the needs of other ahead of yours. You may be dealing with some difficult customers who are unhappy with the products & services of your organisation, so it’s your job to make them happy and pursued them remain a customer. It is both challenging and rewarding work.Careers in this industry may also involve managing a team of people, it is important to be a person who is supportive and caring but also be able to motivate and drive your team to deliver results.

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