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Category:
Call Centre Agent (change)
City:
Mercier, QC (change)

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Are you a good communicator with a friendly voice? Do you enjoy helping others and solving problems? If so, becoming a call centre agent may be the right career for you. Call centre agents are responsible for answering customer questions, building relationships, and resolving issues. They primarily communicate with customers over the phone or through electronic channels, providing information about company policies, products, and services. This profession requires varying levels of education, and the average salary is around $23.37 per hour. Demand for call centre agents is approximately 17,300 per province per year.

Duties and Responsibilities of Call Centre Agents

The duties of a call centre agent can vary depending on the organization, but generally include:

  • Responding to customer queries via phone, email, chat, video, or text
  • Providing information about services, policies, or products
  • Gathering and processing necessary information to assist customers and solve problems
  • Keeping records of transactions
  • Updating and maintaining databases
  • Arranging billing or accepting payments
  • Investigating and resolving customer complaints
  • Promoting and selling products and services

Working Environment and Skills Requirements

Call centre agents typically work in indoor, open-space environments, which may offer little privacy. Managers may monitor conversations and track agent activities. Some agents have the option to work from home. To excel in this role, specific traits and skills such as a pleasant speaking voice, active listening, organization, and emotional resilience are necessary. Computer skills, typing speed, and the ability to work well under pressure are also essential.

Opportunities and Career Paths

If you are considering a career as a call centre agent, you may find opportunities listed under various occupational classifications:

  • 2006 NOC: Call Centre Agents (1453.2)
  • 2006 NOC-S: Customer Service, Information and Related Clerks (B553)
  • 2011 NOC: Other customer and information services representatives (6552)
  • 2016 NOC: Other customer and information services representatives (6552)

By developing the necessary skills and traits, you can embark on a rewarding career as a call centre agent, helping customers and making a positive impact in their lives.

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