Call Center Executive (225-722)

A Call Center Executive is a pivotal role within an organization, serving as the primary point of contact between the company and its clients or customers. This role is essential for maintaining customer satisfaction and ensuring that customer inquiries, problems, and complaints are resolved in a prompt and effective manner. The Call Center Executive is expected to exude professionalism, patience, and strong communication skills. Working in a fast-paced environment, the Executive must handle a large volume of calls efficiently, multitasking between data entry, listening to customer needs, and providing solutions or forwarding calls to the appropriate department. This position is critical in helping to retain customers and enhance the reputation of the company.

Responsibilities

• Manage high volume of inbound and outbound calls professionally.
• Identify customer needs and assist with precise and relevant information.
• Resolve customer complaints swiftly, escalating issues when necessary.
• Handle customer inquiries with a positive, courteous attitude.
• Maintain records of customer interactions and transactions accurately.
• Follow call center scripts when handling different topics of calls.
• Meet performance targets for speed, efficiency, and quality of service.
• Stay updated on product, service, and process knowledge.
• Regularly provide feedback to management regarding common issues.
• Support team members and contribute to the coaching and training program.
• Engage in continuous learning for personal and professional development.
• Coordinate with other departments to resolve client issues effectively.

Requirements

• High school diploma or equivalent; college degree preferred.
• Proven customer service experience, preferably in a call center environment.
• Strong verbal communication and active listening skills are essential.
• Ability to handle stressful situations and instant problem-solving.
• Proficiency with call center equipment and technology such as headsets.
• Familiarity with CRM systems and practices is a plus.
• Flexibility to work in shifts, including weekends or evenings if required.