Call Counselor

2 weeks ago

College Square Kolkata West Bengal, India NAVIN CLASSES Full time

The **Call Counselor** is responsible for handling inbound and outbound calls, providing accurate information, addressing inquiries, and guiding individuals through various processes. They act as the first point of contact, ensuring a positive and professional experience for all callers.

**Responsibilities**:
**Handling Inbound and Outbound Calls**:

- Answer incoming calls promptly and professionally.
- Make outbound calls to follow up with individuals or provide information.
- Manage call volume efficiently and effectively.

**Providing Information and Guidance**:

- Provide accurate and comprehensive information about products, services or admissions requirements.
- Explain procedures, policies, and processes clearly and concisely.
- Address caller inquiries and resolve issues promptly.

**Building Rapport and Providing Support**:

- Establish rapport with callers and create a positive and supportive environment.
- Listen attentively to caller concerns and needs.
- Offer empathy and understanding to callers facing challenging situations.
- Provide emotional support and encouragement when appropriate.

**Maintaining Accurate Records**:

- Accurately record caller information and interactions in the database or CRM system.
- Document call outcomes and follow-up actions.
- Maintain organized and up-to-date records.

**Meeting Performance Goals**:

- Meet or exceed call volume and quality targets.
- Adhere to established call handling procedures and protocols.
- Maintain a high level of customer satisfaction.

**Collaboration and Communication**:

- Collaborate with other team members and departments to resolve complex issues.
- Communicate effectively with supervisors and colleagues.
- Provide feedback and suggestions for process improvement.

**Knowledge and Training**:

- Stay up-to-date on product, service, or program information.
- Participate in training and professional development activities.
- Adhere to ethical and confidentiality guidelines.
- **Specific duties based on industry**:

- In educational settings, this may include advising prospective students on program options, admission requirements.
- In sales, this may include qualifying leads, describing product benefits, and closing sales.

**Qualifications**:

- High school diploma or equivalent (bachelor's degree preferred in some fields).
- Proven experience in customer service.
- Excellent communication and interpersonal skills.
- Strong listening and problem-solving skills.
- Ability to remain calm and professional under pressure.
- Ability to work independently and as part of a team.
- Strong organizational skills.
- Empathy and patience.

**Skills**:

- Active listening
- Verbal communication
- Written communication
- Problem-solving
- Customer service
- Time management
- Computer literacy
- Data entry
- Emotional intelligence.

**Job Types**: Full-time, Permanent, Fresher

Pay: ₹10,000.00 - ₹14,000.00 per month

**Benefits**:

- Paid sick time

**Education**:

- Higher Secondary(12th Pass) (preferred)

**Experience**:

- Cold calling: 1 year (preferred)

Work Location: In person

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