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Call Center Representative job description

Use this Call Centre Representative job description template for advertising open roles for your company. Be sure to modify requirements and duties based on the unique needs of the role you’re hiring for.
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Job brief

We are seeking a detail-focused, customer-oriented, and professional Call Centre Representative to join our team! The ideal candidate will have previous experience in a similar setting and keep customer satisfaction at the heart of everything they do. The focus of the role is to take incoming calls from customers to service their requests, along with making outbound calls to customers.

Responsibilities

  • Answer incoming calls from customers and assist them with their queries.
  • Verify customers' identity by following company procedures before discussing any accounts, products, or information.
  • Keep customers' information up to date on the internal CRM system.
  • Assist customers with their queries, provide information on products, and take payments over the phone.
  • Make outbound calls to customers as needed regarding product renewals, contract renewals, or other types of services they may need.
  • Ensure that all sales and products/services sold are logged on the CRM system.
  • Work in line with data security policies at all times.
  • Provide friendly, courteous service to customers at all times and ensure they finish their call with you satisfied and happy.
  • Escalate customer complaints to the complaints team or management.
  • Work in line with company KPI’s regarding call volume and service levels.
  • Ensure customers are kept up to date with the progress of their request or service.

Requirements

  • High School Diploma or above
  • 2 years' experience in a similar role
  • Detail-focused, with good problem-solving skills
  • Strong customer service skills
  • Demonstrated computer skills, able to pick up and learn new software quickly
  • Previous experience using an in-house CRM system
  • Able to work in line with company KPIs
  • Excellent communication skills, both written and verbal
  • Able to multi-task effectively

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Talent Resources & Development Director - Charoen Pokphand Group
Manatal is the best ATS we worked with. Simplicity, efficency and the latest technologies combined make it an indispensable tool for any large-scale HR team. Since its adoption, we've seen a huge increase across all our key recruitment metrics. To summarize, it is a must-have.
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Director - MRI Network, Executive Search Firm
I've been using Manatal for the past couple of months and the platform is excellent, user-friendly and it has helped me a lot in my recruitment process, operation and database management. I'm very happy with their great support. Whenever I ask something they come back to me within minutes.
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Senior Talent Acquisition - Manpower Group
Manpower has been using Manatal and we couldn't be happier as a team with the services this platform has provided. The application is extremely user-friendly and very well equipped with all the useful functions one would required for successful recruitment. The support team is also excellent with very fast response time.
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Manatal is a sophisticated, easy-to-use, mobile-friendly, and cloud-based applicant tracking system that helps companies achieve digitalization and seamless integration to Linkedin and other job boards. The team at Manatal is very supportive, helpful, prompt in their replies and we were pleased to see that the support they offer exceeded our expectations.
Maxime Ferreira
International Director - JB Hired
Manatal has been at the core of our agency's expansion. Using it has greatly improved and simplified our recruitment processes. Incredibly easy and intuitive to use, customizable to a tee, and offers top-tier live support. Our recruiters love it. A must-have for all recruitment agencies. Definitely recommend!
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HR Manager, Talent Sourcing & Acquisition - Suntory PepsiCo Beverage
I am using Manatal for talent sourcing and it is the best platform ever. I am so impressed, the Manatal team did an excellent work. This is so much awesome, I am recommending the solution to all recruiters I know.
Bill Twinning
Talent Resources & Development Director - Charoen Pokphand Group
Manatal is the best ATS we worked with. Simplicity, efficency and the latest technologies combined make it an indispensable tool for any large-scale HR team. Since its adoption, we've seen a huge increase across all our key recruitment metrics. To summarize. it is a must-have.
Ahmed Firdaus
Director - MRINetwork, Executive Search Firm
I've been using Manatal for the past couple of months and the platform is excellent, user-friendly and it has helped me a lot in my recruitment process, operation and database management. I'm very happy with their great support. whenever I asked something they come back to me within minutes.
Dina Demajo
Senior Talent Acquisition - Manpower Group
Manpower has been using Manatal and we couldn't be happier as a team with the services this platform has provided. The application is extremely user-friendly and very well equipped with all the useful functions one would required for successful requirement. The support team is also excellent with very fast response time.
Kevin Martin
Human Resources Manager - Oakwood
Manatal is a sophisticated, easy-to-use, mobile-friendly, and cloud-based applicant tracking system that helps companies achieve digitalization and seamless integration to Linkedin and other job boards. The team at Manatal is very supportive, helpful, prompt in their replies and we were pleased to see that the support they offer exceeded our expectations.
Maxime Ferreira
International Director - JB Hired
Manatal has been at the core of our agency's expansion. Using it has greatly improved and simplified our recruitment processes. Incredibly easy and intuitive to use, customizable to a tee, and offers top-tier live support. Our recruiters love it. A must-have for all recruitment agencies. Definitely recommend!
Ngoc-Thinh Tran
HR Manager, Talent Sourcing & Acquisition - Suntory PepsiCo Beverage
I am using Manatal for talent sourcing and it is the best platform ever. I am so impressed, the Manatal team did an excellent work. This is so much awesome, I am recommending the solution to all recruiters I know.

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