Call Center Agent — Job Description & Salary in Germany
A ready-to-adapt job description template for the Call Center Agent role: responsibilities, profile, and what to offer.
[Company name] , a [outsourced call center / in-house customer service team] for [industry] based in [city] , is looking for a Call Center Agent for [inbound customer service / outbound telesales / appointment setting / a mix of both] on a shift-work basis.
Mission
As a Call Center Agent, you handle [X] calls per shift through our ACD system [Genesys / Avaya / Aircall / other system] , hold the agreed Average Handling Time (AHT) target of [X seconds] , and [take inbound customer queries / book appointments / actively sell Product X] . You report to the [Team Lead / Shift Lead / Head of Customer Service] .
Key responsibilities
- Taking or making [X] calls per shift at a [e.g. 70/30 inbound/outbound] ratio, staying on script while keeping the conversation sounding natural.
- Holding the AHT target of [X] at a first-call resolution rate of at least [X%] .
- Logging every call in the CRM or ticketing system [Zendesk / Salesforce / proprietary system] during or immediately after the call.
- Taking part in shift planning, including evening or weekend rotations, in line with the Working Hours Act (Arbeitszeitgesetz).
- On outbound calls: objection handling, appointment setting or closing according to the given script.
- Flagging recurring customer issues or script weaknesses to the team lead or quality management.
Profile
- Required : some prior experience in a phone-based or strongly customer-facing role; German C1 spoken, with clear phone diction that's easy to follow; availability for shift work including [evening / weekend slots] ; resilience under high call volume.
- Desired : experience with an ACD or dialer system; outbound sales or appointment-setting experience, where relevant to the role; a further language [English, Turkish, Polish, others] .
- Disqualifying : unwillingness to work shifts; unclear phone voice in the interview; unwillingness to have calls recorded for quality purposes.
What we offer
- Gross annual compensation: fixed [25-34] k€ depending on experience. [If there's an outbound component: additional commission on appointments or closed deals, details in the interview.]
- Model: [full-time / part-time, shift work Mon-Fri / including weekends, on-site in [city]] .
- Benefits: [shift premiums, commuting allowance, company pension, internal progression to team lead] .
- Stack: [ACD system, CRM/ticketing system, headset equipment, quality-management software] .