Job Description

We are seeking a highly motivated and customer-focused Call Center Agent to join our team. The ideal candidate will be the first point of contact for our customers, providing excellent service, resolving issues, and ensuring a positive experience. This role is crucial for building strong customer relationships and maintaining our company's reputation for outstanding service.

Key Responsibilities:

Handle Customer Interactions:

Manage a high volume of inbound and/or outbound calls in a timely and professional manner.

Resolve Customer Issues:

Address customer inquiries, complaints, and concerns with empathy and efficiency. Provide accurate and complete information about products, services, and policies.

Problem-Solving:

Research and identify the root cause of customer issues, and provide appropriate solutions or alternatives.

Data Entry and Documentation:

Accurately document all customer interactions in the CRM (Customer Relationship Management) system. Maintain detailed and organized records of inquiries, comments, and actions taken.

Follow Communication Scripts:

Adhere to communication scripts and guidelines for consistency and quality, while adapting as needed to meet customer needs.

Escalate Issues:

Identify and escalate priority issues to the appropriate team or supervisor when necessary to ensure timely resolution.

Meet Performance Metrics:

Strive to meet individual and team performance targets, such as Average Handling Time (AHT), First Call Resolution (FCR), and customer satisfaction scores.

Stay Updated:

Continuously update job knowledge by participating in training and staying informed about new products, services, and company policies.

Maintain Professionalism:

Exhibit a patient, courteous, and professional demeanor at all times, even in challenging situations.

Qualifications and Skills:

Education:

High school diploma or equivalent required. A college degree is a plus.

Experience:

Previous experience in a call center, customer service, or a related role is preferred.

Communication Skills:

Excellent verbal and written communication skills in [Language(s) required, e.g., English, Hindi]. Must be an active and empathetic listener.

Computer Proficiency:

Strong computer skills and familiarity with CRM software, databases, and general office applications.

Problem-Solving Skills:

Ability to diagnose issues, analyze information, and provide effective solutions.

Multi-tasking:

Ability to handle multiple tasks simultaneously in a fast-paced environment.

Adaptability:

Capability to handle different personality types and adapt to changing situations.

Team Player:

Ability to work well in a team environment and collaborate with colleagues to achieve common goals.

Work Environment:

This role may require working flexible hours, including evenings, weekends, and holidays. The position involves sitting for extended periods and using a headset.
Job Type: Full-time

Pay: ₹10,002.23 - ₹14,000.00 per month

Benefits:

Cell phone reimbursement Internet reimbursement Leave encashment
Work Location: In person