ABC (Pvt.) Ltd.

Personnel Management Department JOB DESCRIPTION FORM

1. JOB/ POSITION TITLE

Call centre Agent

POSITION #

Call centre representative

2. DEPARTMENT AND DIVISION

Sales Department

3. STATUS a) FULL-TIME

4. REPORTING RELATIONSHIP

5. JOB SUMMARY (State briefly the principle purpose of the job i.e. what the job is expected to accomplish).

a) Answer phones and respond to customer requests. b) Sell product and place customer orders in computer system. c) Provide customers with product and service information. d) Upsell products and services. e) Transfer customer calls to appropriate staff. f) Identify, research, and resolve customer issues using the computer system. g) Follow-up on customer inquires not immediately resolved. h) Complete call logs and reports. i) Research billing issues. j) Research misapplied payments. k) Recognize, document and alert the supervisor of trends in customer calls. l) Recommend process improvements. Other duties as assigned.

6. AUTHORITIES ASSIGNED

a) Actively participate in team meetings. b) Assist in defining measurements of excellence in a performance plan and assessing these during the appraisal. c) Represent Company in a professional manner. d) Control expenses per established guidelines. e) Confer with co-workers to research customer problems and find solutions. f) Represent Company position in correspondence to customers. g) Confer with manager to clarify priorities, escalation processes, and assignments.

8. JOB SPECIFICATIONS ACADEMIC & PROFESSIONAL QUALIFICATIONS / TRAINING & WORK EXPERIENCE

a. ACEDEMIC & PROFESSIONAL a) High school diploma from an accredited institution. b) General education degree. c) Interest in helping customers.

b. WORK EXPERIENCE d) proficient in relevant computer applications e) good keyboard skills f) knowledge of sales principles and methods g) knowledge of customer service principles and practices h) sales experience i) six months or more experience in a call center environment 9. KNOWLEDGE AND COMPETENCIES(State skills, abilities & traits required) a. Strong analytical skills b. Ability to communicate effectively using various media c. Ability to work in a team environment d. Basic reading, writing, and arithmetic skills required. This is normally acquired through a high school diploma or equivalent. e. Computer literate with the ability to learn customer service software applications. Duties require professional verbal and written communication skills and the ability to type 30 wpm. This is normally acquired through one to three years of office experience.

10. ANY OTHER FACTORS: (Please identify other aspects of the job that significantly impact upon the employee in this job (if applicable) e.g. specialized equipment used, extraordinary working conditions, internal/external customers, etc. Use another blank sheet, if required).

11.(a) PREPARED BY ____________________________ _____________________ NAME / SIGNATURE / DATE POSITION TITLE

(b). REVIEWED BY DEPT./DIVISION HEAD ____________________________ _______________________ NAME / SIGNATURE / DATE POSITION TITLE

(c) REVIEWED BY PERSONNEL. ____________________________ ______________________ NAME / SIGNATURE/DATE POSITION TITLE

(d) REVIEWED WITH EMPLOYEE ____________________________ _______________________ NAME / SIGNATURE / DATE EMPLOYEE #