Contact Center Executive

6 days ago

Gurgaon, Haryana, India Wattmonk Technologies Full time ₹ 6,00,000 - ₹ 12,00,000 per year

Job Brief

We are seeking a dynamic and customer-focused Contact Centre Executive to join our team. As a Contact Centre Executive, you will be the first point of contact for our customers and play a crucial role in ensuring their satisfaction. You will be responsible for providing excellent customer service, addressing inquiries, resolving issues, and maintaining a high level of professionalism.

Key Responsibilities:

Customer Interaction: Answering incoming calls, emails, or chat messages from customers and providing timely and courteous assistance.

Issue Resolution: Identifying customer concerns, complaints, or technical issues and taking appropriate steps to resolve them.

Product Knowledge: Developing a deep understanding of our company's products or services to provide accurate information to customers.

Documentation: Maintaining detailed records of customer interactions, including the nature of the inquiry, actions taken, and resolutions achieved.

Quality Assurance: Ensuring that all customer interactions meet company standards for professionalism and customer satisfaction.

Escalation: If a customer's issue cannot be resolved at the first contact, escalate it to a higher level of support or management.

Sales Support: Assisting with product sales, order processing, and upselling where applicable.

Qualifications and Skills:

  • A bachelor degree is required.
  • Previous experience in a customer service or contact centre role is preferred.
  • Excellent communication skills, both verbal and written.
  • Strong empathy and the ability to understand and address customer concerns.
  • Patience and a calm demeanour when dealing with frustrated or upset customers.
  • Technical proficiency with various software and tools used in customer interactions.
  • Problem-solving abilities and the capacity to think on your feet.
  • Multi-tasking skills to handle multiple customer inquiries through different channels.
  • Adaptability to changing situations and customer needs.
  • Teamwork and collaboration with colleagues to solve complex issues.
  • Professionalism and a courteous demeanour.

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