Job Description

Job Summary:

The Contact Center Executive is responsible for managing complex customer interactions, mentoring junior executives, and ensuring smooth execution of daily contact center operations. While primarily an individual contributor, the role also involves supporting the Team Leader in maintaining quality, compliance and performance standards.

Key Responsibilities:

Handle inbound and outbound customer interactions across calls, emails, or chats with professionalism. Manage escalated or complex queries and ensure timely resolution. Support the Team Leader by providing feedback to improve processes and service quality. Mentor and guide new or junior executives, assisting them in improving performance. Ensure accurate and timely documentation of all customer interactions. Adhere strictly to SOPs, compliance guidelines, and quality standards. Contribute to achieving individual and team KPIs such as first-contact resolution, customer satisfaction, and call handling time. Share insights from customer interactions with the team for process improvement.

Qualifications & Skills:

Bachelor's degree or equivalent qualification. 2-4 years of experience in a contact center/customer service role. Strong communication, problem-solving, and interpersonal skills. Ability to handle pressure and complex customer issues effectively. Good understanding of CRM tools and call center technologies. Comprehensive knowledge of MS Office suite. Language proficiency: English, Hindi, Tamil.
Job Type: Full-time

Pay: ₹20,000.00 - ₹25,000.00 per month

Work Location: In person