Call Center

4 days ago

Jalgaon, India Heera Agro Full time

**Key Responsibilities**:

- **Handle Customer Interactions**: Manage a high volume of inbound and/or outbound calls in a timely and professional manner.
- **Resolve Customer Issues**: Address customer inquiries, complaints, and concerns with empathy and efficiency. Provide accurate and complete information about products, services, and policies.
- **Problem-Solving**: Research and identify the root cause of customer issues, and provide appropriate solutions or alternatives.
- **Data Entry and Documentation**: Accurately document all customer interactions in the CRM (Customer Relationship Management) system. Maintain detailed and organized records of inquiries, comments, and actions taken.
- **Follow Communication Scripts**: Adhere to communication scripts and guidelines for consistency and quality, while adapting as needed to meet customer needs.
- **Escalate Issues**: Identify and escalate priority issues to the appropriate team or supervisor when necessary to ensure timely resolution.
- **Meet Performance Metrics**: Strive to meet individual and team performance targets, such as Average Handling Time (AHT), First Call Resolution (FCR), and customer satisfaction scores.
- **Stay Updated**: Continuously update job knowledge by participating in training and staying informed about new products, services, and company policies.
- **Maintain Professionalism**: Exhibit a patient, courteous, and professional demeanor at all times, even in challenging situations.

**Qualifications and Skills**:

- **Education**: High school diploma or equivalent required. A college degree is a plus.
- **Experience**: Previous experience in a call center, customer service, or a related role is preferred.
- **Communication Skills**: Excellent verbal and written communication skills in [Language(s) required, e.g., English, Hindi]. Must be an active and empathetic listener.
- **Problem-Solving Skills**: Ability to diagnose issues, analyze information, and provide effective solutions.
- **Multi-tasking**: Ability to handle multiple tasks simultaneously in a fast-paced environment.
- **Adaptability**: Capability to handle different personality types and adapt to changing situations.
- **Team Player**: Ability to work well in a team environment and collaborate with colleagues to achieve common goals.

**Work Environment**:

- This role may require working flexible hours, including evenings, weekends, and holidays.
- The position involves sitting for extended periods and using a headset.

Pay: ₹10,002.23 - ₹14,000.00 per month

**Benefits**:

- Cell phone reimbursement
- Internet reimbursement
- Leave encashment

Work Location: In person

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