Call Centre Associate – Forex

3 weeks ago

Kolkata, India Multicon Group Full time

We are seeking a Call Centre Associate to manage both inbound and outbound customer interactions for our Forex division. The role involves addressing customer inquiries, promoting Forex products and services, supporting sales efforts, and closing leads generated through various channels such as the company website. The ideal candidate should have strong English communication skills, prior experience in forex, banking, insurance, or card services (credit/debit), and the ability to handle regulatory and transactional matters effectively.

ROLES AND RESPONSIBILITIES: - Handle inbound and outbound calls efficiently, addressing customer queries and resolving issues promptly.
- Initiate calls to leads, prospects, and existing clients to promote Forex products, services, and solutions.
- Provide accurate information on Forex products/services, including foreign exchange rates, remittance services, and regulatory guidelines.
- Identify opportunities for cross-selling and upselling Forex products and services.
- Work closely with the sales team to generate, qualify, and close leads.
- Ensure compliance with regulatory requirements and company policies during all customer interactions.
- Document customer details, transactions, and feedback accurately in the system.
- Handle customer complaints professionally and escalate issues as needed.
- Conduct follow-up calls with prospects who have shown interest but have not yet committed, ensuring conversions and customer satisfaction.
- Collaborate with internal teams to resolve customer queries promptly.
- Maintain call logs and prepare reports on customer interactions, feedback, and complaints.
- Share insights and feedback with the team for process improvements and enhanced customer satisfaction.

SKILLS:
- Graduate in any discipline.
- 2-4 years of experience in a call centre/tele-calling role, preferably in forex, banking, insurance, or financial services. Freshers with strong communication skills may also apply.
- Strong command over English communication (spoken and written).
- Familiarity with forex products, banking/financial services, or credit/debit card operations preferred.
- Knowledge of internet/Wi-Fi connectivity, P2P, VPN, and wireless systems will be an added advantage.
- Ability to manage multiple calls, resolve queries effectively, and maintain professionalism.
- Excellent interpersonal, customer service, and problem-solving skills.
- Proficiency in MS Office and CRM tools for maintaining call records and reports

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