Call Center Executive

Description:

Key Responsibilities
 

• Customer Service:
  • Answer incoming calls promptly and professionally, addressing customer inquiries, concerns, and complaints.
  • Provide accurate information about products, services, pricing, and promotions.
  • Assist customers with placing orders, processing returns, and resolving billing issues.
  • Ensure high standards of customer service excellence and strive to exceed customer expectations.
• Communication:
  • Communicate effectively and courteously with customers, demonstrating active listening and empathy.
  • Clearly articulate information and instructions to customers in a concise and understandable manner.
  • Maintain a professional and friendly demeanor, even in challenging or high-pressure situations.
  • Follow established call scripts and guidelines while adapting communication style to individual customer needs.
• Problem Resolution:
  • Identify customer issues or concerns and work proactively to resolve them in a timely and satisfactory manner.
  • Escalate complex or unresolved issues to appropriate departments or supervisors for further assistance.
  • Utilize problem-solving skills and sound judgment to handle diverse customer situations effectively.
• Sales and Lead Generation:
  • Promote products or services during customer interactions and upsell or cross-sell as appropriate.
  • Identify sales opportunities and generate leads through effective questioning and rapport building.
  • Meet or exceed sales targets and key performance indicators (KPIs) related to revenue generation.
• Documentation and Reporting:
  • Accurately record details of customer interactions, including inquiries, complaints, and resolutions, in the CRM system.
  • Generate reports on call volume, customer feedback, and sales metrics for management review.
  • Maintain confidentiality of customer information and adhere to data protection policies and regulations.