Call Center Executive 29N25

The role of a Call Center Executive is a vital position within the customer service framework, tasked with managing large amounts of outgoing and incoming calls in a timely manner. Occupying a role that bridges the customer and company, the Call Center Executive uses active listening and critical thinking skills to resolve customer queries, complaints, and provide information about products or services. This role demands excellent communication skills, professionalism, and the ability to maintain a calm demeanor in stressful situations. Furthermore, Call Center Executives work collaboratively within a team environment, striving to improve customer satisfaction rates while adhering to company policies and procedures. Their ultimate goal is to turn a challenging caller experience into a positive one, ensuring customer loyalty and enhancing the company’s reputation.

Responsibilities

• Answer inbound calls and address customers' inquiries or complaints effectively.
• Manage high volume of outbound calls to follow up with clients.
• Handle customer inquiries via phone, email, or online platforms.
• Resolve customer issues while ensuring their satisfaction with prompt service.
• Maintain detailed records of all calls and client interactions.
• Collaborate with team members to achieve better service delivery outcomes.
• Escalate complex issues to senior staff when necessary for resolution.
• Foster positive relationships with customers to grow the customer base.
• Meet or exceed personal and team qualitative and quantitative targets.
• Provide accurate, valid, and complete information by using the right methods/tools.
• Follow communication procedures, guidelines, and policies set by the organization.
• Participate in training sessions to improve skills and service delivery techniques.

Requirements

• Minimum of a high school diploma or equivalent qualification required.
• Proven experience as a Call Center Executive or relevant customer service role.
• Strong communication and active listening skills are essential for success.
• Ability to handle stressful situations and maintain a calm demeanor under pressure.
• Familiarity with CRM systems and practices is highly desirable in candidates.
• Must possess the ability to multi-task, set priorities, and manage time efficiently.
• Proficiency in basic computer software applications including MS Office Suite.