Call Center Agent

14 hours ago

Hyderabad, Telangana, India Pacer Global Logistics Full time ₹ 1,50,000 - ₹ 14,99,999 per year

Job Summary

The Call Center Representative is the first point of contact for our drivers, providing professional, friendly, and efficient service. You will handle a high volume of inbound and/or outbound calls, addressing drivers inquiries and assigning vehicles for them, resolving issues, and ensuring a positive drivers experience that reflects our company's values.

Key Responsibilities

  • Answer a high volume of inbound calls promptly and professionally.
  • Listen attentively to drivers needs, questions, and complaints to understand the core issue.
  • Provide accurate and timely information about products, services, and company policies.
  • Troubleshoot drivers issues and provide step-by-step solutions.
  • Process orders, forms, applications, and requests efficiently.
  • De-escalate stressful situations and handle dissatisfied customers with patience and empathy.
  • Document all drivers interactions, comments, and complaints in the drivers database.
  • Meet personal and team key performance indicators (KPIs) such as call volume, average handle time, and drivers satisfaction scores.
  • Stay current with product knowledge, company updates, and promotional offers.
  • Escalate complex issues to the appropriate department or supervisor as needed.
  • Accurately enter data from source documents into the appropriate computer system, database, or spreadsheet.
  • Verify data by comparing it to source documents and reviewing for errors.
  • Maintain confidentiality and comply with data integrity and security policies.
  • Generate reports, perform simple analysis, and complete assigned tasks as required.

Job Types: Full-time, Permanent, Fresher

Pay: ₹250, ₹372,000.00 per year

Work Location: In person

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