Call Center Executive

Responsibilities:

• Handle inbound and outbound calls in a professional and efficient manner, addressing customer inquiries, and complaints, and providing accurate information.
• Identify customer needs and resolve issues to enhance customer satisfaction and build positive relationships.
• Follow up on customer interactions to ensure that issues are fully resolved and customer needs are met.
• Document and update records of customer interactions, transactions, comments, and complaints in the company’s database.
• Process orders, applications, and requests accurately and ensure that customer accounts are managed efficiently.
• Escalate complex issues to the appropriate departments or senior personnel when necessary, ensuring timely and effective resolution.
• Meet daily and monthly call handling quotas and performance metrics set by the management.
• Stay informed about the company's products, services, and promotions to provide accurate and relevant information to customers.
• Participate in training sessions to improve knowledge of call center procedures, product details, and customer service practices.
• Provide feedback to management on customer experiences to aid in improving processes and customer satisfaction.

Requirements:

• Bachelor’s degree in any field (degree in Business, Communications, or related field is a plus).
• Minimum of 1 year of experience in a call center, customer service, or related role.
• Excellent verbal and written communication skills with a strong command of the language.
• Proficiency in call center systems and Customer Relationship Management (CRM) software.
• Ability to remain calm and handle difficult customers professionally.
• Strong problem-solving skills with attention to detail and the ability to think on your feet.
• Ability to work in shifts and adapt to changing schedules as required.
• Familiarity with standard call center metrics and performance tracking.
• Basic computer skills, including proficiency in MS Office.