Call Centre Agent

3 weeks ago

Pune, India FML HOSPITALITY Full time

Job Description: Call Center Executive

Position Overview:
As a Call Center Executive, you will be the primary point of contact for customers, handling their inquiries, providing assistance, and resolving their concerns. Your role will involve utilizing effective communication skills, providing exceptional customer service, and utilizing relevant software and systems to deliver a positive customer experience. You will work as part of a team in a fast-paced environment, ensuring that all customer interactions are handled professionally and efficiently.

**Responsibilities**:
1. Customer Support:

- Answer incoming customer calls promptly and professionally.
- Respond to customer inquiries, providing accurate information and resolving issues efficiently.
- Handle customer complaints and provide appropriate solutions and alternatives to ensure customer satisfaction.
- Maintain a high level of knowledge about company products, services, and processes.

2. Communication and Active Listening:

- Engage in active listening to understand customers' needs and concerns.
- Communicate effectively with customers using clear and concise language.
- Ask relevant questions to gather necessary information and provide appropriate assistance.

3. Documentation and Data Entry:

- Maintain accurate and detailed records of customer interactions in the designated systems.
- Enter and update customer information and inquiries in the CRM or other relevant software.

4. Problem Solving and Troubleshooting:

- Identify and analyze customer issues, offering effective solutions and assistance.
- Collaborate with other team members and departments to resolve complex customer inquiries or problems.
- Escalate customer issues as necessary to ensure timely resolution.

5. Customer Service Metrics:

- Meet or exceed established customer service and performance targets, such as response time, call quality, and customer satisfaction ratings.
- Continuously strive to improve personal and team performance.

6. Continuous Learning:

- Stay updated on product knowledge, company policies, and industry trends.
- Participate in training sessions and workshops to enhance skills and knowledge.

7. Teamwork and Collaboration:

- Work collaboratively with team members and supervisors to achieve common goals.
- Share knowledge and insights to contribute to the overall success of the team and the organization.

Qualifications and Skills:

- High school diploma or equivalent. Some positions may require a bachelor's degree.
- Proven experience in a customer service or call center role is preferred.
- Excellent verbal and written communication skills.
- Strong active listening and problem-solving abilities.
- Ability to remain calm and professional in high-pressure situations.
- Familiarity with customer service software, CRM systems, and call center equipment.
- Ability to adapt to changing processes and procedures.
- Flexibility to work in shifts, including evenings, weekends, and holidays, as per business requirements.

Note: The job description for a Call Center Executive may vary depending on the specific requirements of the position and the company. The above description provides a general outline of the responsibilities and qualifications typically associated with this role.

**Salary**: ₹8,086.00 - ₹28,442.17 per month

**Benefits**:

- Food provided

Schedule:

- Evening shift
- Morning shift
- Weekend availability

Supplemental pay types:

- Performance bonus

Ability to commute/relocate:

- Pune, Maharashtra: Reliably commute or planning to relocate before starting work (required)

**Education**:

- Higher Secondary(12th Pass) (preferred)

**Experience**:

- Call center: 1 year (preferred)
- Direct sales: 1 year (preferred)
- total work: 1 year (preferred)

**Language**:

- English (preferred)

Work Location: In person

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