What are the key responsibilities of a customer service representative in a call centre?

Customer service representatives in a call centre have a variety of key responsibilities. They are responsible for providing exceptional customer service to callers by answering questions, resolving complaints, and providing information about products and services. Representatives must be knowledgeable about the company and its policies and must be able to handle difficult or irate callers with professionalism and empathy. They are also responsible for accurately documenting calls, creating reports, and following up with customers as needed. Additionally, representatives must adhere to call centre metrics such as call volume, handle time, and customer satisfaction scores. They may also be responsible for upselling or cross-selling products and services, as well as identifying and escalating issues to management when necessary. Overall, the key responsibilities of a customer service representative in a call centre are to provide exceptional service, solve problems, and ensure customer satisfaction.