Call Centre Executive (225-825)

A Call Centre Executive plays a crucial role in customer interaction and communication for companies across various industries. They are the frontline of customer service, responsible for managing incoming and outbound calls, responding to customer inquiries, and ensuring customer satisfaction. The position requires excellent communication skills, patience, a problem-solving attitude, and the ability to handle high-pressure situations effectively. Call Centre Executives work towards maintaining the company's relationship with its clients by resolving issues, providing product or service information, and ensuring that customer interactions result in positive experiences. The role demands adaptability, empathy, and a keen attention to detail, ensuring that every customer leaving the interaction is satisfied with their experience. This position is essential for maintaining customer loyalty and trust, which contributes significantly to a company’s reputation and success.

Responsibilities

• Manage incoming and outgoing calls in a timely and professional manner.
• Identify customer needs and provide appropriate solutions and alternatives.
• Resolve customer complaints with empathy and accuracy to ensure satisfaction.
• Keep accurate records of customer interactions, comments, and complaints.
• Follow communication procedures, guidelines, and policies consistently.
• Build sustainable relationships and trust with customers through open and interactive communication.
• Manage and update customer databases with timely and correct information.
• Continuously improve knowledge of company products and services for better assistance.
• Meet personal/team call targets and quality standards as established.
• Collaborate with team members to improve customer experience and process efficiency.
• Inform customers about company products, services, promotions, and offers.
• Escalate unresolved issues to the appropriate internal teams for further action.

Requirements

• High school diploma or equivalent; additional certificates are a plus.
• Proven customer support experience or experience as a Call Center Representative.
• Basic computer skills and familiarity with CRM systems and practices.
• Strong phone contact handling skills and active listening abilities.
• Excellent communication and presentation skills both written and verbal.
• Ability to multitask, prioritize tasks, and manage time effectively under pressure.
• Customer orientation and ability to adapt/respond to different types of characters.