Call Centre Executive 22F26

As a Call Centre Executive, you will be at the forefront of our customer service operations, playing a crucial role in enhancing customer satisfaction and ensuring customer loyalty. You will be responsible for handling a multitude of calls from clients, addressing their inquiries, resolving issues, and offering them real-time assistance. This role demands strong communication skills, patience, and the ability to work under pressure in a fast-paced environment. You will also be responsible for collaborative problem-solving, and your contributions will directly impact the overall customer experience. Success in this position requires adaptability, empathy, and the capacity to work both independently and as part of a dynamic team. With your expertise, you will have the opportunity to shape customer perceptions and foster positive relationships with our broad client base.

Responsibilities

• Handle incoming calls from clients and address inquiries in a professional manner.
• Résolve customer complaints efficiently and escalate complex issues to management.
• Maintain detailed logs of customer interactions using our CRM system.
• Provide timely information and updates to customers regarding their services or products.
• Follow communication guidelines, policies, and procedures set by the call centre.
• Upsell and cross-sell additional services or products when appropriate.
• Collaborate with other departments to resolve escalated issues from customers.
• Participate in training sessions to improve product knowledge and service skills.
• Ensure customer satisfaction by adhering to quality and performance standards.
• Assist with the preparation of reports and documentation as required by management.
• Contribute to team efforts by accomplishing related results as needed.
• Stay updated with any changes in company policies and product offerings.

Requirements

• High school diploma or equivalent; further education is a plus.
• Prior experience in a call centre or customer service role is desirable.
• Excellent verbal and written communication skills are essential.
• Strong problem-solving skills with the ability to think critically.
• Ability to multitask and manage time efficiently in a fast-paced environment.
• Strong computer skills and experience with CRM software is advantageous.
• Empathy, patience, and a positive attitude towards customer interactions required.