Call center executive

The Call Centre Executive is responsible for providing exceptional customer service by effectively handling inbound
and outbound calls in a professional and courteous manner. The executive will address customer inquiries resolve
issues and provide accurate information about products or services. They must possess excellent communication
skills be highly customeroriented and have the ability to handle challenging situations with empathy and
patience. The Call Centre Executive will work collaboratively with team members to meet performance goals and
maintain a high level of customer satisfaction.
Responsibilities:
Handle incoming calls in a prompt and professional manner addressing customer inquiries resolving
issues and providing appropriate solutions
Make outbound calls to follow up with customers gather information and conduct surveys or market
research as and when required
Provide accurate and uptodate information about products services and company policies to customers
Maintain a thorough understanding of product knowledge and stay updated with any changes or updates
Identify and escalate complex issues or complaints to the appropriate department or supervisor for
resolution
Document all customer interactions including details of inquiries complaints or comments accurately
and comprehensively in the CRM system
Meet or exceed individual and team targets such as call handling time customer satisfaction scores etc
Collaborate with team members and supervisors to continuously improve processes and enhance the
overall customer experience
Adhere to company policies procedures and quality standards to ensure consistency and efficiency in
service delivery
Stay updated with industry trends and best practices in customer service and call center operations
Requirements:
A Graduate or equivalent diploma. A degree in a relevant field is a plus
Proven experience in a customer service or call center role is preferred
Excellent verbal and written communication skills in English Hindi and Local language. Additional
languages are a plus
Strong problemsolving skills with the ability to think quickly and offer effective solutions
Ability to remain calm and composed in highpressure situations and handle customer complaints or
difficult interactions with empathy and professionalism
Proficient computer skills and experience using CRM systems or call center software
Strong multitasking and organizational abilities to manage multiple inquiries and tasks simultaneously
Flexibility to work in shifts including evenings weekends and holidays as required
Positive attitude team player mentality and willingness to adapt to changing customer needs

Strong work ethic punctuality and reliability