16 Call center officer job description – interview questions

Filed in articles by on May 21, 2017 0 Comments

Are you preparing for an interview for a call center job or creating a call center job application? If yes you will need a call center officer job description. The common question you may be asked is – what do you think call center agents do in this business?

To be successful in the interview, you need to know the detail call center job description. What is the role of a call center in an establishment?

Here you will find information concerning the following:

Call center officer job description

Top 16 Call center officer job description and Duties:

  1. Obtains client information by answering telephone calls; interviewing clients; verifying information.
  2. Determines eligibility by comparing client information to requirements.
  3. Establishes policies by entering client information; confirming pricing.
  4. Informs clients by explaining procedures; answering questions; providing information.
  5. Maintains communication equipment by reporting problems.
  6. Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures.
  7. Updates job knowledge by studying new product descriptions; participating in educational opportunities.
  8. Accomplishes sales and organization mission by completing related results as needed.
  9. Manage large amounts of inbound and outbound calls in a timely manner
  10. Follow communication “scripts” when handling different topics
  11. Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
  12. Seize opportunities to upsell products when they arise
  13. Build sustainable relationships and engage customers by taking the extra mile
  14. Keep records of all conversations in our call center database in a comprehensible way
  15. Frequently attend educational seminars to improve knowledge and performance level
  16. Meet personal/team qualitative and quantitative targets

Academic Requirements for Call Center Jobs

  • Previous experience in a customer support role
  • Track record of over-achieving quota
  • Strong phone and verbal communication skills along with active listening
  • Familiarity with CRM systems and practices
  • Customer focus and adaptability to different personality types
  • Ability to multi-task, set priorities and manage time effectively
  • High school degree

11. Call Center Agent Skills and Qualifications:

  1. Verbal Communication,
  2. Phone Skills,
  3. Listening,
  4. Data Entry Skills,
  5. People Skills,
  6. Informing,
  7. Customer Focus,
  8. Customer Service,
  9. Attention to Detail,
  10. Professionalism,
  11. Multi-tasking

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