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Job descriptions

Have a look on the different jobs in the IT industry. Role, evolution, employment opportunities... 

Customer service representative

"Customer service is not carved in stone," explains Evelyne De Gregorio, agent/representative for Essor Insurance. "We take calls from doctors, professors, and regular people. We get all kinds."

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Telemarketer

Telemarketers are outbound call specialists. Their work involves contacting potential customers to sell them goods and services. In a few minutes, or seconds, agents must be able to determine their callers’ needs using a series of targeted questions.

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Collection representative

Collection agents are responsible for contacting their employer’s customer(s) by phone to notify them that they have late payments or accounts receivable. 

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Surveys and polls interviewer

Telephone interviewers conduct telephone interviews for marketing research surveys and public opinion polls. Their job is to question members of a given target group to collect information on one or more issues (e.g. buying behaviour, health, politics).

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Technical support representative

As implied by the name, technical support representatives answer technical questions by phone on the use of a product or service. They use their specialized knowledge to provide customers with personalized assistance. For example, they can guide callers on the steps to follow to repair a breakdown.

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Supervisor - Team leader

The job of supervisor involves overseeing, organizing and coordinating the work of call centre interviewers. In charge of managing both operations and staff, these professionals act as an interface between agents and management.

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Call center manager

To sum up, managers are the main people responsible for the smooth operation of a call centre, while making sure that the company’s rules and values are observed. As opposed to many call centre employees, managers almost always work full time. 

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HR - Training - Schedule management

Claudia has worked as a human resources technician in a call centre employing 600 agents for a year now. Her company provides customer service and technical support in the telecommunications field.

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Travel telemarketer

The job of call centre agent or telemarketer—still considered a student job a few years ago—has undergone an upgrade. Telemarketers have a very important role because as the incontrovertible point of contact with the consumer, they convey the company's image 

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