Call Centre Executive

Job Description

A Call Centre Executive serves as the main point of contact between the company and its existing or potential customers, providing exceptional service and support. The role involves managing a high volume of inbound and outbound calls, offering solutions, and ensuring a high level of customer satisfaction. Executives are typically tasked with addressing customer inquiries, handling complaints efficiently, and providing information about the company’s products and services. The ideal candidate will be a good listener, empathetic, and skilled at problem-solving. This position requires strong communication abilities, a customer-focused mindset, and the capability to work under pressure while maintaining a professional, courteous demeanor at all times.

Responsibilities 

• Handle inbound and outbound calls promptly and professionally every time.
• Respond to customer inquiries and resolve issues effectively to enhance satisfaction.
• Accurately document all calls and maintain detailed customer interaction records.
• Identify customer needs, clarify information, and provide viable solutions.
• Uphold company policies and procedures in interactions with customers.
• Collaborate with team members to improve customer service processes consistently.
• Meet personal/team qualitative and quantitative targets regularly.
• Provide feedback on customer issues and contribute to product improvements.
• Stay updated on product and service knowledge to inform customers effectively.
• Manage customer information with confidentiality and respect privacy agreements.
• Participate in training and development activities to enhance personal skill sets.
• Address complaints with patience and provide escalated solutions if necessary.

Requirements 

• Proven customer support experience or experience as a Call Centre Executive.
• Strong phone and verbal communication skills, with active listening abilities.
• Comfortable working with CRM systems and practices efficiently.
• Customer focus, adaptability, and ability to work under pressure effectively.
• High school diploma is required, although a Bachelor’s degree is preferred.
• Problem-solving skills with a focus on addressing customer needs promptly.
• Ability to multitask, set priorities, and manage time efficiently in fast-paced environments.