Call center

We are seeking a highly motivated and customer-focused Call Center Agent to join our team. The ideal candidate will be the first point of contact for our customers, providing excellent service, resolving issues, and ensuring a positive experience. This role is crucial for building strong customer relationships and maintaining our company's reputation for outstanding service.

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.
• Computer Proficiency: Strong computer skills and familiarity with CRM software, databases, and general office applications.
• 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.

Job Type: Full-time

Pay: ₹10, ₹14,000.00 per month

Benefits:

• Cell phone reimbursement
• Internet reimbursement
• Leave encashment

Work Location: In person