Job Description

Call Center Executives

are professionals responsible for handling customer interactions, typically via phone, email, or chat. Their primary goal is to address customer inquiries, resolve issues, provide information about products or services, and ensure customer satisfaction. Depending on the organization, they may work in a variety of industries, including telecommunications, healthcare, finance, and retail. Call center executives are essential to maintaining positive relationships with customers and ensuring smooth communication between the company and its clients.

Key Roles

Customer Interaction

: Managing incoming and outgoing calls, emails, or chat messages from customers, ensuring effective communication and addressing queries.

Problem Resolution

:
Troubleshooting issues or concerns that customers may have, such as service problems, product inquiries, or billing discrepancies.

Product/Service Knowledge

:
Providing detailed information about the company's products, services, promotions, or policies to assist customers.Collecting customer feedback and providing insights to management for continuous service improvement.

Primary Responsibilities

Customer Feedback Collection

:

1. Customer Interaction

Answer incoming calls and respond to emails or live chat queries

from customers in a professional and courteous manner.

Handle a high volume of customer interactions

, ensuring that each customer feels heard and their issue is addressed.

Provide accurate and timely information

about products, services, billing, technical support, and other inquiries.

Ensure high levels of customer satisfaction

by actively listening, being empathetic, and communicating clearly with customers.

2. Problem Resolution

Identify customer issues

, including technical problems, product defects, billing errors, or general inquiries, and work to resolve them efficiently.

Follow up on customer complaints or unresolved issues

, ensuring that all concerns are addressed and escalated when necessary.

Log and document all customer interactions

, including details of the issue, actions taken, and resolutions provided, using CRM (Customer Relationship Management) systems.

Escalate complex issues

to supervisors or specialized departments, ensuring that customers are transferred seamlessly to the appropriate team for resolution.

3. Product/Service Knowledge

Maintain in-depth knowledge of the company's products, services, policies, and procedures

to provide accurate information to customers.

Stay up to date with product updates, new services, and promotions

, ensuring that information shared with customers is current.

Provide troubleshooting assistance

for products or services, guiding customers through solutions or recommending actions they can take.

4. Customer Feedback Collection

Collect customer feedback

through surveys, follow-up calls, or satisfaction forms to gauge service quality and identify areas for improvement.

Analyze feedback and escalate recurring issues

to management, assisting in the identification of trends or common concerns that may need addressing.

Offer solutions or alternatives

based on customer feedback to improve the overall experience and enhance customer loyalty.

5. Record Keeping and Documentation

Document all customer interactions

accurately and promptly in the system for future reference and reporting.

Ensure proper documentation of technical issues, complaints, and resolutions

, allowing other team members to review and assist as needed.

Update customer profiles

with relevant information, ensuring all details are recorded for follow-up actions or service improvements.

6. Service and Performance Targets

Meet performance targets

related to call volume, response time, issue resolution, and customer satisfaction.

Handle customer inquiries within predefined time limits

to maintain efficiency and meet service level agreements (SLAs).

Work as a team to support operational goals

, ensuring that all customers receive timely and efficient service.

7. Upselling and Cross-Selling (Optional)

Promote additional products or services

to customers when appropriate, such as upgrades or complementary services.

Encourage customers to take advantage of ongoing promotions

or discounts, ensuring that the offerings are suitable for their needs.

8. Quality Assurance

Ensure compliance with company policies

, including scripts, service standards, and legal requirements.

Participate in quality assessments

by supervisors or managers to evaluate the quality of calls, ensuring that calls are professional, accurate, and meet company standards.

Key Skills for Success

Communication Skills

: Strong verbal and written communication skills, with the ability to listen attentively and respond clearly.

Problem-Solving Abilities

: Ability to identify issues quickly and effectively, and offer practical solutions to resolve customer concerns.

Empathy and Patience

: Understanding customer needs, showing empathy, and maintaining patience when dealing with upset or frustrated customers.

Product Knowledge

: In-depth knowledge of the company's offerings to ensure accurate information is provided.

Multitasking

: Ability to handle multiple tasks simultaneously, such as answering calls, updating records, and providing solutions.

CRM Software Proficiency

: Familiarity with customer relationship management tools to log interactions, track issues, and document solutions.

Time Management

: Ability to prioritize tasks efficiently, ensuring that all customer interactions are handled in a timely manner.

Adaptability

: Ability to adjust to changes in customer needs, company policies, or products/services.
Job Types: Full-time, Permanent

Pay: From ?12,000.00 per month

Benefits:

Commuter assistance Health insurance
Language:

Marathi (Preferred)
Work Location: In person