Call Center Operator Job Description Example, Duties, and Responsibilities
What Does a Call Center Operator Do?
Call center operator receive inbound calls as well as make outbound calls to assist customers with their requests and to offer them products and services.
Their job description entails providing a range of over-the-phone (OTP) services among which include answering customers’ questions and addressing their complaints, as well as providing guidelines for product use.
In performing their duties, call center operators receive and handle calls, emails, text messages or instant messages from customers.
They bring up customers’ profile when handling an issue to verify if a customer has previously experienced a problem, and to determine the best course of action.
Updating customer profile after addressing a problem is also part of a call center operator description.
Operators play a vital role in providing OTP assistance to customers. They may take customers’ orders, resolve complaints, provide quotation, or give a step-by-step guide on how to use a product.
They also escalate difficult or complex issues to more experienced operators for effective resolution.
Usually, call center operators follow established standards and procedures when handling customer calls.
They may conduct research to provide callers with essential information or solution to an inquiry.
They also evaluate customers’ problems to determine solutions most suitable/effective in meeting stated problems.
As part of their responsibilities, operators of call centers alert support staff in event of equipment malfunction or system failure.
They also maintain proper record of all interactions with customers on a call center database.
In fulfilling their work description, call center operators maintain a customer-focused attitude when handling calls to ensure customers are completely satisfied.
To find job as an operator at a call center requires at least a high school diploma, although having a college degree in communications, marketing, or in a related field provides a competitive edge.
The qualities you will need to succeed on this job include customer service, problem-solving, and communication skills.
Call Center Operator Job Description Example/Template
The call center operator carries out various functions; the following job description example shows the major duties, tasks, and responsibilities usually assigned to the role by most firms:
- Interview clients during telephone calls to obtain information useful in providing effective solutions
- Achieve sales objectives by making telesales and utilizing upselling opportunities
- Handle customers’ orders and process credit card payments for transactions
- Proffer advice and recommendations concerning company products and services
- Manage inbound calls to ensure effective and timely resolution of customer issues
- Place outbound calls to verify customer satisfaction and to telemarket company products/services
- Ensure compliance with set standards of customer service when conversing with clients
- Assist customers in resolving issues with purchased products or services
- Create and update customer profile/accounts to allow for easy resolution of customer problems
- Operate computer and IT equipment such as switchboards, headset etc.
- Escalate complex issues to more experienced call center operators for proper resolution
- Inspect work equipment to verify they are in good working order, they also notify technicians in case of a malfunction
- Maintain records of inquiries or complaints as well as logs of interaction with customers
- Calm angry or frustrated customers and ensure their challenges or issues are addressed properly
- Attend workshops, seminars, and conferences to enhance job skill and knowledge
- Go the extra mile to build and maintain positive trust relationship with clients
Requirements – Skills, Abilities, and Knowledge – for Call Center Operator Role
Are you interested in working as an operator at a call center? If you are, the following are common requirements you will need to meet to qualify to access the post at most firms:
- Education and Training: To become a call center operator, you require minimum of a high school diploma and vocational training in computer operations. Having previous experience as a customer service representative comes in handy for the position as a flair for meeting and talking with people is also required
- Problem-solving Skill: Call center operators are able to evaluate customers’ inquiries to provide solutions useful in meeting their needs
- Communication Skill: They are proficient in using clear and appropriate language when interacting with customers to resolve their issues
- Customer service Skill: They politely interact with customers and ensure their issues are properly addressed.
If you need to make a work description to use in hiring a call center operator, the sample copy provided in this post can serve the purpose perfectly.
This post can help you create a detailed work description that can get you the best candidates for the job.
This post also provides useful information about what call center operators do so that individuals who are interested in the job will know exactly what they are getting into.
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