Call Centre Executive (225-619)

A Call Centre Executive plays a pivotal role in fortifying the communication bridge between a company and its customers, serving as the primary point of contact. This position involves handling a variety of customer inquiries, complaints, and issues with a focus on delivering exceptional support and service. A Call Centre Executive needs to be adept at managing multiple requests, often simultaneously, while keeping customer satisfaction at the forefront. Exceptional communication skills, patience, and a solutions-oriented mindset are critical for success in this role. Additionally, the ability to adapt to the use of different technology and software tools is imperative for executing tasks effectively. They often represent the brand in verbal and written communications, making their role crucial for maintaining customer trust and loyalty.

Responsibilities

• Respond promptly and professionally to incoming customer inquiries via phone or email.
• Resolve customer complaints efficiently, aiming to achieve first-contact resolution whenever possible.
• Maintain a detailed log of customer interactions, inquiries, complaints, and resolutions.
• Escalate complex or unresolved issues to higher-level staff or specialized departments.
• Collaborate with team members and other departments to follow up on customer requests.
• Provide accurate product or service information, addressing any miscommunications or misunderstandings.
• Adopt a customer-first approach in all interactions, ensuring satisfaction and loyalty.
• Implement call center policies and adhere to safety and security procedures at all times.
• Contribute to team meetings by providing feedback on process improvements and customer experiences.
• Monitor and report on recurring issues, suggesting proactive measures to prevent them.
• Participate in ongoing training and development programs to enhance skills and knowledge.
• Achieve personal and team qualitative and quantitative sales targets communicated by management.

Requirements

• High school diploma or equivalent; degree in relevant field is a plus.
• Proven call center or customer service experience in a similar role is preferred.
• Exceptional verbal and written communication skills with strong attention to detail.
• Proficiency in Microsoft Office and CRM software, such as Salesforce or similar tools.
• Ability to manage stressful situations calmly and professionally under tight deadlines.
• Strong problem-solving abilities and the capability to handle diverse customer issues.
• Flexibility to work in varied shifts, including weekends and holidays, as required.