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Call Centre Agent Job Description

Have you been tasked with writing a Call Centre Agent job description and found yourself asking, what does a Call Centre Agent do? We’ve got you covered. A Call Centre Agent manages a portion of the inbound and outbound calls a company receives.

Scroll down for our free Call Centre Agent job description.

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A Call Centre Agent is a customer service expert who will work in the call centre for a company, answering calls, making calls, and generally overseeing the calls for a business.  

Essential parts of a Call Centre Agent’s job description:

  • Call Centre Agents will work closely with sales teams and other customer service roles to ensure they have all the information needed to deal with customer requests or sales calls.
  • They will sometimes work from a script to ensure they can correctly relay difficult information to customers or clients.
  • Call Centre Agents can either specialise in a certain industry or even department of a company, or can hold more generalised knowledge.
  • This role is a huge part of any company with a focus on customer service or sales, especially e-commerce companies.

Call Centre Agent Job Description Example

  • Be clear in your description. Know the tasks of the role and ideally who the candidate should be.
  • This means you won’t need to read through too many CVs to find your superstar.
  • You might be tempted to use bullet points in this section, but resist the urge! Tell a story, show off all the cool things they would be responsible for, and get them excited to apply.
  • You should be more focused on your company culture and what your mission is, instead of their daily tasks.

About the role




Are you experienced with dealing with tricky customers? Do you thrive when having friendly conversations with customers and clients? Do you have experience memorising essential company information and relaying this in simple terms? If so, we have the perfect opportunity for you!

We’re looking for a Call Centre Agent to join our team at [Company Name]. You’ll be helping us to answer customer questions, solve problems our customers may have, and help to upsell packages and premiums to them. You’ll need to be outgoing, confident speaking with customers, and able to improvise and think on your feet from time to time.

Training on the company and product will be provided, and there will be plenty of room to grow when working with us. If this sounds good, apply today!
Du bist kontaktfreudig, agierst lösungsorientiert und hast Erfahrung im Umgang mit Kunden? Du liebst es, ihnen mit freundlichen Gesprächen den Tag zu verschönern? Du kannst auch komplexe Sachverhalte in einfachen Worten vermitteln? Dann haben wir die perfekte Stelle für dich!

Zur Verstärkung unseres Teams bei [Name des Unternehmens] suchen wir einen Call Center Agent (m/w/d). Ab Tag 1 unterstützt du uns bei der Beantwortung von Anfragen und der Lösung von Kundenproblemen und hilfst uns, unseren Kundendienst aufs nächste Level zu bringen. Außerdem treibst du unser Wachstum mittels Upselling und Cross-Selling voran.

Du erhältst eine Schulung zum Unternehmen und unseren Produkten und viele Möglichkeiten zur Weiterentwicklung. Klingt gut? Dann bewirb dich noch heute!
  • This section is all about your candidate's experience and responsibilities. You should outline very clearly what they should expect from the job role, not from the company itself. 
  • You should use language that speaks to the candidate directly, use of “you”, “we” and “our” are all positives. 
  • Hard skills in this section are important, but don’t overlook the significance of soft skills, like communication and being a team player, these can make a huge difference to the way people work alongside each other and gel professionally. 
  • What do you believe in, and what are your core values?

Call Centre Agent Responsibilities




Remember these are only example responsibilities for a Call Centre Agent, not all of these will be necessary for your specific Call Centre Agent role. Be sure to edit and add to this list as necessary.

• Answering all customer phone calls which come through to you.
• Memorising important information about our products and services.
• Upselling products and premiums where possible to customers.
• Pass any necessary comments or complaints to relevant departments for processing.
• Help to improve the existing script and develop new areas of script to improve customer communications.
• Identify frequent problems or complaints customers may have and help to improve this.
Denken Sie daran, dass dies nur beispielhafte Zuständigkeiten für eine:n Call Center Agent:in sind, die nicht zwingend alle auf Ihre Rolle zutreffen werden. Bearbeiten Sie diese Liste und ergänzen Sie sie bei Bedarf.

• Du beantwortest in unserem Namen die Anrufe unserer Kunden.
• Du versorgst unsere Kund:innen mit wichtigen Informationen über unsere Produkte und Dienstleistungen.
• Du betreibst nach Möglichkeit das Upselling von Produkten und Dienstleistungen an Kund:innen.
• Du leitest Kommentare oder Beschwerden zwecks Bearbeitung an die zuständigen Abteilungen weiter.
• Du hilfst uns, die Kommunikation mit unseren Kunden (mit und ohne Skript) stetig zu verbessern.
• Du identifizierst häufig wiederkehrende Probleme oder Beschwerden unserer Kund:innen und hilfst proaktiv, die Ursachen zu beseitigen.
  • This section is essential to finding the candidate with the skills and qualifications that will help them in their job role.
  • This should be clear and concise and set boundaries for submissions.
  • The more information you add to your skills section, the less candidates you’ll have to sift through to find the right one.
  • This would waste both your time and the potential candidate so avoid being wordy as much as possible. Think about what would be an essential part of this role, and what would the applicant need to be successful in the job?

Call Centre Agent Requirements




Remember these are example requirements for a Call Centre Agent, not all of these will be relevant to your specific Call Centre job ad. Please edit the text to match your exact needs.

• Around 1 to 2 years of customer service experience.
• Fluent in English (other languages are a bonus).
• Extremely high level of problem-solving ability.
• Ability to learn and memorise technical information.
• Great delegation ability.
• Fluency with office programming (Word, Excel, etc.)
Diese Anforderungen sind Beispiele für den Beruf der Call Center Agent:in. Nicht alle sind für Ihr Jobangebot relevant. Bitte ändern Sie den Text so, dass er genau Ihren Anforderungen entspricht.

• Du bringst 1 bis 2 Jahre Erfahrung im Bereich Kundenservice mit.
• Du beherrschst die englische Sprache fließend (weitere Sprachen sind von Vorteil).
• Du besitzt ein hohes Maß an Motivation und ausgeprägte Problemlösungsfähigkeiten.
• Es fällt dir leicht, technische Informationen zu lernen und zu behalten.
• Du bist ein großartiger Teamplayer und kannst Aufgaben delegieren.
• Du kennst dich mit den gängigen Office-Anwendungen aus (Word, Excel, usw.)

Need inspiration?

Your job description will not attract talent all on its own. So when putting together your job post, be sure to show what it's like working at your company not just textually but visually!

  • Remember, attracting a candidate is just as much about your company culture as the job role itself. Make sure to include points that make you seem desirable too!
  • Add photos that show off your office space, team events and your team having a great time.
  • Maybe you could include a video of some team members explaining why they love coming to work, or why they like their role.
  • Include a grid of attractive perks with some nice illustrations. Maybe you have unlimited holidays, or you have an attractive parental leave cover - show off!
  • Why not embed your company's Instagram feed to give a IRL overview of the day-to-day.

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