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Call centre customer agent jobs can be a great way to begin a career in customer service as well as learn new skills that can create other employment opportunities for you. A growing number of call centres are appearing in the UK, helping to create many call centre customer agent jobs. T
his role can be found in many different sectors, with many roles now allowing for remote working and flexible hours. Large call centre customer agent employers can be found in finance, IT, travel and emergency services, resulting in more and more people working as a call centre customer agent. Keep reading to learn more about what you need to qualify for this role, as well as expected duties and what your career prospects call centre customer agent jobs provide.
Working as a call centre customer agent primarily involves dealing with customers over the phone. Some roles may require you to meet customer face-to-face, but mostly your duties will be conducted on the phone. Your job will be to provide assistance and information to customers. What this information will be will of course depend on the sector you are working in and can include everything from IT support to helping people travelling overseas.
General duties for call centre customer agent jobs will likely include:
- Helping customers over the phone, email, web chat, face-to-face
- Administrative duties, including call logs
- Conducting market research and follow-up calls with customers
- Helping to reduce customer call waiting times and identifying ways to streamline the process
Some call centre customer agent jobs will require qualifications, whilst others will not. This will depend largely on the sector you wish to enter. For example, providing IT support will likely mean call centre customer agent employers will want you to have a degree in a related subject. This can be the same for many sectors, including finance, law and health. However, many people working as a call centre customer agent do so without the need for a degree. These sectors can include banking, communications and emergency services.
Regardless of the sector, the majority of call centre customer agent jobs will feature on-the-job training. During this, you will learn about the company you are working for and the services provided. Furthermore, you will receive extensive customer-relations training. Regarding traits and skill sets that employers are looking for, these include:
- Clear spoken and written communication skills
- Good listening skills and the ability to take detailed notes
- Patience and strong interpersonal skills
- Good IT abilities
Call centre customer agent jobs can offer good career prospects. Firstly, the sector continues to grow, with more and more call centre customer agent employers and jobs appearing in the UK. Furthermore, with the basic skills and experience you will acquire, you will find it much easier to move to different positions and sectors should you wish.
In terms of career, promotion to more senior team leader and management positions is possible. Furthermore, you may be given the opportunity to specialise in certain areas, such as call analysis. Other opportunities include becoming a call agent trainer, as well as moving into other areas, including HR and marketing.
Working as a call centre customer agent can be demanding, with some entry-level positions having low starting salaries. Other cons to call centre customer agent jobs include demanding workloads, repetition of duties, dealing with disgruntled customers and working on the phone for long periods of time.
However, the role can also be a great way to develop a career in customer service. You will receive training and the opportunity to take on new challenges. If you show talent and determination, you can progress quickly in the role. Furthermore, may call centre customer agent employers and jobs exist, whilst you will also be able to use your experience and abilities to enter other jobs roles should you wish.