Call Center Executive

3 weeks ago

Pune, India Mycitypune Full time

Job Description Key Responsibilities: - Customer Interaction: Handle inbound and outbound calls professionally to address customer inquiries, complaints, and requests in a courteous and efficient manner. - Issue Resolution: Provide accurate information, resolve customer issues promptly, and ensure a high level of customer satisfaction. - Call Documentation: Record details of customer interactions, feedback, and actions taken in the system as per standard operating procedures. - Follow-ups: Conduct necessary follow-ups to ensure complete issue resolution and customer satisfaction. - Communication: Maintain clear communication with other departments to resolve customer concerns effectively. - Performance Targets: Meet or exceed assigned performance metrics such as call quality, response time, and customer satisfaction scores. - Process Adherence: Follow all company policies, processes, and quality standards during every customer interaction. - Continuous Improvement: Identify recurring issues and share feedback or suggestions for process improvement. - Product Knowledge: Stay updated on company products, services, and promotional offers to provide accurate information to customers. Requirements: - Qualification: Bachelor's degree in any discipline (graduates preferred; higher secondary with strong experience may be considered). - Experience: 15 years of experience in a call center, customer support, or tele-calling role. - Excellent verbal and written communication skills in English (knowledge of regional languages is a plus). - Strong listening, interpersonal, and problem-solving abilities. - Basic computer skills and experience working with CRM or call center software. - Ability to handle high call volumes and remain calm under pressure. - Willingness to work in rotational shifts if required.

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