Call Centre Executive (225-830)

A Call Centre Executive plays a pivotal role in the customer service operations of a company. They act as the frontline representatives, interacting with customers over the phone to address inquiries, provide solutions, and enhance customer satisfaction. Call Centre Executives are responsible for maintaining a positive company image by ensuring excellent service standards, addressing issues promptly, and meeting the company's quality and efficiency goals. With the growth of service-based industries, the demand for adept Call Centre Executives has risen significantly, necessitating individuals with strong communication skills, patience, and problem-solving abilities. This role offers the opportunity to work in a dynamic environment where one can develop valuable interpersonal and professional skills.

Responsibilities

• Respond to customer inquiries promptly and accurately to ensure customer satisfaction.
• Handle customer complaints calmly and efficiently, offering timely resolutions.
• Record and update customer information in the company's database accurately.
• Maintain a high level of product and service knowledge to address customer queries.
• Follow communication scripts and guidelines during customer interactions.
• Identify and escalate priority issues to the appropriate departments swiftly.
• Upsell additional products and services where applicable to meet sales targets.
• Keep updated with the latest industry trends and competitors' offerings.
• Participate in training programs to improve service delivery and communication skills.
• Work collaboratively with team members and other departments to ensure seamless operations.
• Meet performance metrics and targets related to call handling and customer service.
• Ensure confidentiality of customer information and comply with data protection policies.

Requirements

• A high school diploma or equivalent; a degree is preferred.
• Proven experience in customer service or call centre operations is advantageous.
• Excellent verbal and written communication skills in English.
• Strong problem-solving skills and the ability to think on your feet.
• Proficiency in using basic computer software and data entry systems.
• Ability to work in a fast-paced environment and handle stress effectively.
• Flexibility to work in shifts, including evenings and weekends as required.