Call Centre job description

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Call centre agents spend their shifts answering customer calls across a number of areas, including taking orders, handling complaints, answering enquiries, providing information and troubleshooting problems. A good command of English is an essential, as is a helpful, professional approach to customer service. Reports and call logs need to be kept and updated, and orders need to be processed and referred to the relevant dispatch department. An ability to recognise and prioritise certain issues is necessary, as is the right approach when handling customer complaints.
Applicants need to be computer-literate, although training in specific company software will be given. A good level of stress tolerance and resilience is helpful, as well as good listening, organisational and problem-solving skills. Many call centres work in shifts over a 24/7 period, especially if dealing with international calls from diverse time zones. Online retail call centres may have extremely busy periods around Christmas, making the ability to work under pressure important
Most call centres in the UK are located in the provinces or even in Ireland, and offer either part-time or full-time jobs. Hourly salaries for part-time work average around £7 to 8 per hour, with full-time positions paying on average £16,000 per annum.

Description

Call Centres are centralised offices required to receive and transmit large volumes of telephone requests. These places offer information and product support to customers. Agents working on these companies also handle faxes, letters, emails and live chat sessions. They have their own workstations that include a computer for each worker.

Call Centre agents usually perform many of the following tasks:
• Resolving customer problems.
• Providing guidance.
• Advising about products in stock.
• Taking notes of conversations with customers.
• Selling products for telemarketing.

Skills

• Having excellent communication skills.
• Being confident.
• Having a clear telephone voice.
• Being able to work independently.
• Having a desire to help others.
• Being flexible and adaptable.
• Having teamwork skills.
• Having foreign language skills for some companies.
• Being able to deal with all types of people.
• Having IT skills.

Education

Call Centre jobs value personal qualities, such as politeness and phone manners, more than previous work experience or academic qualifications. Some employers require GCSE´s/S grades (A-C) (1-3) in English, Math or equivalent qualifications. These places offer training schemes with a employer covering different useful areas for further duties such as computer skills and telephone techniques.

People on this industry can work towards a NVQ/SVQ level 2 in Processing Information Using Telecommunications or NVQ/SVQ level 2 and 3 in Customer Service or Call Handling.

Overview According to our data, these are the percent of job offers for call centre.

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