How to write a Call Centre Representative job description
Your job description is the first touchpoint between your company and your new hire. With millions of people searching for jobs on Indeed each month, a great job description can help you attract the most qualified candidates to your open position. To get you started, here are some tips for creating an effective job description.
Call Centre Representative job title
A great job title typically includes a general term, level of experience and any special requirements. The general term will optimise your job title to show up in a general search for jobs of the same nature. The level of experience will help you attract the most qualified applicants by outlining the amount of responsibility and prior knowledge required. And if your position is specialised, consider including the specialisation in the job title as well. But avoid using internal titles, abbreviations or acronyms to make sure people understand what your job posting is before clicking.
Examples of Call Centre Representative job titles
Call Centre Representative job summary
A great job description starts with a compelling summary of the position and its role within your company. Your summary should provide an overview of your company and expectations for the position. Outline the types of activities and responsibilities required for the job so job seekers can determine if they are qualified, or if the job is a good fit.
Example of a Call Centre Representative job summary
We are seeking energetic and reliable professionals to join our team as Call Centre Representatives. The successful candidates will be responsible for answering incoming customer calls, utilising company policies to solve customer issues and directing calls to the managerial team when necessary. Our Call Centre Representatives are often the first point of contact for customers’ product issues, so we are interested in hiring individuals with a commitment to customer satisfaction and an ability to make quick and accurate decisions.
Call Centre Representative responsibilities and duties
The responsibilities and duties section is the most important part of the job description. Here you should outline the functions this position will perform on a regular basis, how the job functions within the organisation and who the employee reports to.
Examples of Call Centre Representative responsibilities
Answer incoming customer phone calls and take appropriate action for each call
Maintain customer satisfaction ratings based on explicit criteria set forth by the company
Attend mandatory training sessions to stay updated on product or company policy changes
Use company policies to determine if there can be an immediate resolution to a customer issue or if that issue requires managerial input
Input data into the company computer platform to keep each customer record updated
Call Centre Representative qualifications and skills
Next, outline the required and preferred skills for your position. This may include education, previous job experience, certifications and technical skills. You may also include soft skills and personality traits that you envision for a successful hire. While it may be tempting to include a long list of skills and requirements, including too many could dissuade qualified candidates from applying. Keep your list of qualifications concise, but provide enough detail with relevant keywords and terms.
Examples of Call Centre Representative skills
High school diploma or GED required
Strong computer skills
Excellent interpersonal communication skills
High level of professionalism
Must be available to work some holidays and weekends
Strong problem solving abilities
Ready to hire
a Call Centre Representative ?