Call and contact centre occupations

This customer-facing role serves as a primary point of contact for customers, handling inquiries, providing support, or processing transactions via phone, email, chat, or social media. They are crucial for delivering efficient service and ensuring customer satisfaction.

Key responsibilities involve responding to customer queries, resolving issues, and providing accurate information about products or services. They may process orders, manage complaints, or escalate complex cases to specialized teams. A core function is maintaining professionalism, active listening, and adhering to call scripts or service guidelines while navigating customer relationship management (CRM) software and other systems.

They also collaborate closely with team leaders, technical support, and other departments to ensure seamless customer resolutions. Ultimately, they are accountable for delivering excellent customer service and contributing to customer loyalty and retention through effective communication and problem-solving.