Call Handler Jobs

The call handler is generally the most junior position within any call centre but given that this position is the primary point of contact for all customer interactions, this is one of the most critical call centre roles.

The main responsibility of the call handler is to answer the phone promptly, professionally and to deal with the customer with courtesy and efficiency. In the main, the call handler will be expected to respond to customer enquiries and customer complaints and to process customer orders and requests for information accurately and efficiently. For call handlers, a strong customer focus and the ability to project a professional and friendly image will be essential.

A basic requirement for any call centre executives is that they must be able to demonstrate an interest in helping customers; to have a tactful manner; a good recall and understanding of the products and services of the business; and be able to work to sometimes detailed policies and procedures.

Specific responsibilities of the call handler will include:

• Answering phones professionally, competently and promptly
• Providing customers with accurate product and service information
• Processing orders and applications accurately and speedily
• Identifying and escalating priority issues
• Handling and resolving customer complaints
• Completing call logs and reports accurately and to required standards
• Following up customer calls

Successful call handlers will be expected to posses and demonstrate the following key competencies:

• A pleasant and tactful telephone manner
• Commitment to customer service
• Good verbal and written communication skills
• Listening skills
• Attention to detail
• Problem analysis and problem solving
• Ability to work on your own and as part of a team
• Ability to multi-task