Call Center Executive

Job Summary:

We are looking for a professional and customer-focused Call Center Executive to join our team. The role involves handling inbound and/or outbound calls to address customer queries, resolve issues, offer support, and promote products or services, depending on the company s business model. A Call Center Executive serves as the first point of contact for customers, playing a crucial role in maintaining customer satisfaction and promoting brand loyalty. The ideal candidate will have excellent communication skills, a calm and courteous demeanor, and the ability to handle high call volumes efficiently. Whether working in customer support, tele-sales, or helpdesk environments, the Call Center Executive is expected to represent the organization in a professional and helpful manner.

Key Responsibilities:

1. Call Handling (Inbound and/or Outbound):

• Handle a high volume of incoming and outgoing calls in a timely and professional manner.
• Address customer queries related to products, services, billing, or technical support.
• Make outbound calls for surveys, feedback collection, sales follow-ups, appointment scheduling, or lead generation.

2. Customer Interaction and Issue Resolution:

• Listen actively to customer concerns and respond with appropriate solutions or alternatives.
• Escalate unresolved issues to the appropriate department or team member, following escalation protocols.
• Ensure all interactions meet customer service quality standards and maintain a courteous tone at all times.

3. Product and Service Knowledge:

• Maintain a thorough understanding of the company s products, services, policies, and processes.
• Stay updated with new features, offers, and system updates.
• Use product knowledge to up-sell or cross-sell services where appropriate.

4. CRM and Documentation:

• Accurately record details of customer interactions, feedback, complaints, and actions taken using CRM software or call center tools.
• Maintain call logs, case notes, and follow-up reminders to ensure timely resolution and documentation.
• Ensure data confidentiality and comply with data protection regulations.

5. Performance and Quality Standards:

• Meet or exceed assigned KPIs such as call handling time, customer satisfaction scores, call quality scores, and sales targets.
• Participate in training programs and quality assurance reviews to improve skills and service delivery.
• Follow scripts, guidelines, and compliance protocols to ensure professionalism and consistency.