Customer Interaction: Handle inbound and outbound calls professionally to address customer inquiries, complaints, and requests in a courteous and efficient manner.
Issue Resolution: Provide accurate information, resolve customer issues promptly, and ensure a high level of customer satisfaction.
Call Documentation: Record details of customer interactions, feedback, and actions taken in the system as per standard operating procedures.
Follow-ups: Conduct necessary follow-ups to ensure complete issue resolution and customer satisfaction.
Communication: Maintain clear communication with other departments to resolve customer concerns effectively.
Performance Targets: Meet or exceed assigned performance metrics such as call quality, response time, and customer satisfaction scores.
Process Adherence: Follow all company policies, processes, and quality standards during every customer interaction.
Continuous Improvement: Identify recurring issues and share feedback or suggestions for process improvement.
Product Knowledge: Stay updated on company products, services, and promotional offers to provide accurate information to customers.
Requirements:
Qualification: Bachelor's degree in any discipline (graduates preferred; higher secondary with strong experience may be considered).
Experience: 15 years of experience in a call center, customer support, or tele-calling role.
Excellent verbal and written communication skills in English (knowledge of regional languages is a plus).
Strong listening, interpersonal, and problem-solving abilities.
Basic computer skills and experience working with CRM or call center software.
Ability to handle high call volumes and remain calm under pressure.
Willingness to work in rotational shifts if required.
