Call Centre Executive 25D25

The role of a Call Centre Executive is pivotal in ensuring consistent and effective communication between a company and its customers. As a Call Centre Executive, you will be the primary point of contact for customer inquiries, concerns, and service-related issues. Your ability to manage high volumes of inbound and outbound calls, resolve customer complaints, and provide excellent customer service will define the experience customers have with the company. You will need to work closely with team members and other departments to ensure customer satisfaction and contribute to the overall success of the call centre. The ideal candidate is someone who is patient, good with communication, able to handle pressure, and enthusiastic about providing a good experience for every customer interaction. Being in this role also offers a great opportunity for growth and learning regarding customer relations management within an organization.

Responsibilities

• Manage large volumes of incoming and outgoing customer calls daily.
• Identify and assess customer needs to achieve ultimate satisfaction effectively.
• Provide accurate, valid, and complete information by using the right methods.
• Handle customer complaints and provide appropriate solutions within time limits.
• Follow communication procedures, guidelines, and policies consistently.
• Build sustainable relationships and trust with customer accounts through open interaction.
• Keep records of customer interactions, complaints, comments, and transactions.
• Meet or exceed call center metrics, including quality and productivity goals.
• Collaborate with team members and cross-functional teams for better service delivery.
• Capture insights and convey customer feedback to promote continuous improvement.
• Maintain a positive, empathetic, and professional attitude at all times.
• Stay updated on product knowledge to handle calls effectively and efficiently.

Requirements

• Proven customer support experience or experience as a client service representative.
• Strong phone contact handling skills and active listening capabilities.
• Familiarity with CRM systems and practices for efficient record keeping.
• Customer-oriented mindset with the ability to adapt/respond to different personalities.
• Excellent communication and presentation skills essential for customer interaction.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• High school diploma or equivalent; additional qualifications would be a plus.