Call Center Executive

2 days ago

Navi Mumbai, Maharashtra, India D2mpro Full time ₹ 1,20,000 - ₹ 1,80,000 per year

Experience: Minimum 1 to 3 Years Experience in a USA/UK-Based Call Center

Key Responsibilities:

1. Answer Incoming Calls:

o Professionally and efficiently handle incoming customer calls, addressing inquiries and providing appropriate solutions.

o Ensure each customer interaction is handled promptly and courteously.

2. Provide Information & Support:

o Assist customers by providing accurate product/service details, troubleshooting issues, and offering solutions based on company guidelines.

o Ensure customers fully understand the services/products they are inquiring about.

3. Follow Call Scripts & Policies:

o Adhere to predefined call scripts and company policies to ensure consistency and compliance during calls.

o Ensure all customer interactions are in line with the companys standards and regulations.

4. Resolve Customer Issues:

o Address customer concerns promptly and professionally, providing resolutions or escalating issues to appropriate departments when necessary.

o Follow through to ensure customer satisfaction with the resolution process.

5. Maintain Call Quality:

o Ensure clear, concise, and positive communication with every customer.

o Practice active listening to understand the customer's needs and provide tailored support, maintaining a high level of professionalism at all times.

6. Update Customer Records:

o Accurately log customer call details, including inquiries, issues, and resolutions, in CRM software to ensure records are up-to-date.

o Maintain detailed and accurate customer records for future reference and follow-up.

7. Meet Performance Targets:

o Consistently meet or exceed Key Performance Indicators (KPIs) such as Average Handle Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT) to contribute to team and company goals.

o Ensure efficiency without compromising the quality of service provided to customers.

8. Collaborate with Team:

o Share feedback with colleagues and team leads to improve customer service processes.

o Offer support to team members when necessary, fostering a cooperative and productive team environment.

Requirements:

Minimum 1 to 3 years of experience as a Call Receiving Agent or in a similar customer service role in a USA/UK-based inbound call center.

Strong communication skills, with the ability to speak clearly and professionally.

Ability to follow call scripts, policies, and procedures effectively.

Excellent problem-solving skills and the ability to resolve customer issues efficiently.

Proficient in using CRM software to log and manage customer interactions.

Ability to meet or exceed KPIs such as AHT, FCR, and CSAT.

Positive attitude, strong work ethic, and a passion for providing excellent customer service.

Strong attention to detail and ability to work under pressure in a fast-paced environment.

Preferred Qualifications:

Previous experience in the USA/UK-based inbound call center environment.

Familiarity with call center software and technology.

Ability to work independently and as part of a team.

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