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Call Centre Worker Job Description

What do call centre workers do in their job?

Call centre workers do namely that; work in a call centre. In many cases this involves dealing with potential customers or existing customers by telephone, although there are other call centre roles that don't necessarily involve taking/making phone calls - for example, call centre managers, IT support teams, administrators etc.

Fundamentally,call centre workers tend to sell or support products and/or services for their company. They may also do this on behalf of a third-party firm.

Sales/support activities could be with both businesses and/or individuals in mind. It really depends upon the size of the business, the sector and what your particular company wants you to do.

As you may need to deal with difficult customers diplomacy is often desirable, if not essential - and so is a thick skin!

Typical responsibilities of the job include:

Sales Customer relations
Negotiation Administration
Customer services


What other skills does a call centre worker need?

They need to be organised
They should be able to work to instructions
They should be team players
They should understand that the products or services that they are selling/supporting
They frequentlyneed to be diplomatic
They often need good IT skills
Administration skills also help
Ability to work flexible hours maybe required
You should be able to work under pressure
You may well be required to meet targets

Other skills
Customer focusedAnalytical
Advanced IT skills


A degree is not usually required.
Minimum requirements are usually good school grades.
A Levels may also be useful but usually not essential.
Sector specific professional training can be advantageous. For example if you are selling IT products then technical knowledge is helpful.

Jobs which overlap with that of call centre worker include admin assistant and sales assistant.