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Customer service representatives answer questions and settle problems for customers by phone, email, chat, or across a counter. They look up account and order records, explain policy in plain language, arrange remedies such as replacements or credits, and write up what happened.
Short course or on-the-job trainingRetail, sales and customer experience
Call centre agents work a queue of inbound or outbound calls, following scripts or standard procedures set by the employer. Between calls they update records, and the shape of the day is set by call volumes, scheduled breaks, and quality monitoring.
Short course or on-the-job trainingRetail, sales and customer experience
Telemarketers make outbound calls to promote a product, service, or campaign, working from a supplied contact list and an approved script. Much of the job is handling rejection efficiently and recording the outcome of every call accurately.
Short course or on-the-job trainingRetail, sales and customer experience
