The Call Centre Executive is responsible for handling a high volume of inbound and outbound customer interactions, ensuring customer satisfaction by addressing inquiries, resolving issues, and maintaining accurate customer records. The ideal candidate will be a customer-focused, empathetic, and detail-oriented professional capable of working in a fast-paced environment.
Key Responsibilities
Customer Interaction:
Manage a large volume of incoming and outgoing calls, emails, and chat inquiries in a professional and courteous manner.
Issue Resolution:
Identify customer needs, research issues, and provide accurate, satisfactory solutions or alternatives. Escalate complex or unresolved issues to the appropriate department or supervisor when necessary.
Product Knowledge:
Maintain a deep understanding of the company's products, services, and policies to effectively guide customers and answer questions.
Data Management:
Keep detailed and accurate records of all customer interactions, transactions, complaints, and feedback in the CRM system or call center database.
Performance & Compliance:
Adhere to call center scripts, procedures, and quality standards. Meet or exceed individual and team performance metrics (e.g., average handling time, customer satisfaction scores, first call resolution rates).
Sales Support:
Identify opportunities for upselling and cross-selling products and services when appropriate, contributing to revenue generation efforts.
Job Type: Full-time
Pay: ?18,000.00 - ?20,000.00 per month
Benefits:
Provident Fund
Work Location: In person
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