Call Center Representative

JD: Call Center Representative

Experience: 2+ Years

Working Days: 6 Days Working

Employment Type: Contractual (1 Year)

Notice Period: Immediate Joiners Preferred

Job Summary

We are looking for a dedicated and customer-focused Call Center Repesentative to manage customer interactions, resolve queries, maintain records, and ensure high levels of customer satisfaction. The ideal candidate should possess strong communication skills, problem-solving abilities, and basic technical knowledge.

Must Have Skills

• Communication Skills: Good verbal and written communication skills in English and regional languages.
• Tech Proficiency: Basic computer knowledge and familiarity with CRM tools, MS Office, and data entry systems.
• Customer Handling Skills: Ability to interact with customers professionally and patiently.
• Problem-Solving Ability: Capability to identify issues and provide quick and effective resolutions.
• Multitasking Skills: Ability to manage multiple tasks and customer interactions simultaneously.
• Time Management: Strong organizational and prioritization skills.
• Flexibility: Willingness to work in rotational shifts and a 6-day working environment.
• Teamwork: Ability to work collaboratively with team members and management.
• Candidates with experience in College Admissions will be preferred.
• Candidates with experience in International Calling or Domestic Calling are mandatory.

Good to Have

• Previous experience in customer support, telecalling, or call center operations.
• Knowledge of CRM software and customer handling processes.
• Sales or up-selling experience in a call center environment.
• Ability to handle high call volumes efficiently.
• Immediate joining availability.

Responsibilities

• Customer Communication: Handle inbound and outbound customer calls professionally and provide accurate information regarding products and services.
• Problem Resolution: Resolve customer queries, complaints, and concerns effectively while ensuring customer satisfaction.
• Database Management: Maintain and update customer records, call logs, and interaction details accurately in the system.
• Adherence to SLAs: Ensure all customer requests and issues are handled within defined service level agreements (SLAs).
• Sales & Up-selling: Identify opportunities to promote additional products and services during customer interactions.
• Follow-ups: Conduct timely follow-ups with customers regarding pending issues, feedback, or service updates.
• Documentation: Prepare and maintain proper documentation of customer interactions and issue resolutions.
• Team Coordination: Coordinate with internal teams for escalation and closure of customer issues.
• Customer Satisfaction: Deliver excellent customer service experience through professional and empathetic communication.
• Target Achievement: Meet assigned productivity, quality, and performance targets.

Qualifications

• 10+2 / PUC
• Diploma
• ITI
• Any Graduation (Preferred)