Profession call centre agent

Call centre agents handle incoming or outgoing customer calls for a business. They call existing and prospective customers to promote goods and services. They also obtain sales and arrange sales visits.

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Personality Type

• Enterprising / Conventional

Knowledge

• Credit card payments

  The methods involving payment done through credit cards.

• Characteristics of products

  The tangible characteristics of a product such as its materials, properties and functions, as well as its different applications, features, use and support requirements.

• Characteristics of services

  The characteristics of a service that might include having acquired information about its application, function, features, use and support requirements.

Skills

• Keep task records

  Organise and classify records of prepared reports and correspondence related to the performed work and progress records of tasks.

• Create solutions to problems

  Solve problems which arise in planning, prioritising, organising, directing/facilitating action and evaluating performance. Use systematic processes of collecting, analysing, and synthesising information to evaluate current practice and generate new understandings about practice.

• Speak different languages

  Master foreign languages to be able to communicate in one or more foreign languages.

• Perform multiple tasks at the same time

  Execute multiple tasks at the same time, being aware of key priorities.

• Use customer relationship management software

  Use specialised software to manage company’s interactions with current and future customers. Organise, automate and synchronise sales, marketing, customer service, and technical support, to increase targeted sales.

• Listen actively

  Give attention to what other people say, patiently understand points being made, asking questions as appropriate, and not interrupting at inappropriate times; able to listen carefully the needs of customers, clients, passengers, service users or others, and provide solutions accordingly.

• Handle tasks independently

  Handle inquiries or information independently with little or no supervision. Depend on one's self to communicate with others and perform daily tasks such as working with data, creating reports, or using software.

• Communicate by telephone

  Liaise via telephone by making and answering calls in a timely, professional and polite manner.

• Process data

  Enter information into a data storage and data retrieval system via processes such as scanning, manual keying or electronic data transfer in order to process large amounts of data.

• Guarantee customer satisfaction

  Handle customer expectations in a professional manner, anticipating and addressing their needs and desires. Provide flexible customer service to ensure customer satisfaction and loyalty.

• Tolerate stress

  Maintain a temperate mental state and effective performance under pressure or adverse circumstances.

• Have computer literacy

  Utilise computers, IT equipment and modern day technology in an efficient way.

• Adapt to changing situations

  Change approach to situations based on unexpected and sudden changes in people's needs and mood or in trends; shift strategies, improvise and naturally adapt to those circumstances.

• Present reports

  Display results, statistics and conclusions to an audience in a transparent and straightforward way.

• Show confidence

  Demonstrate degrees of maturity by fully understanding one's own qualities and abilities which can serve as sources of confidence in different situations.

Optional knowledge and skills

Source: Sisyphus ODB