Call Center Executive

0 years

2 Lacs

Posted:21 hours ago| Platform: Naukri logo

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Job Type

Full Time

Job Description

A Call Center Assistant handles customer interactions (inbound/outbound calls, chat) to provide info, resolve issues, process orders, and ensure satisfaction, often using scripts/CRM software, focusing on first-call resolution, meeting KPIs (call volume, wait times), and maintaining records while adhering to company policies and data security. They act as the first point of contact, de-escalating problems and building customer loyalty.

Key Responsibilities:

  • Customer Interaction:

    Answer calls, provide product/service info, troubleshoot issues, process payments/returns, and update accounts.
  • Problem Resolution:

    Identify customer needs, research issues, offer solutions, and de-escalate complaints with patience.
  • Data Management:

    Log interactions, update customer details in CRM, and maintain accurate records.
  • Sales/Upselling:

    Identify sales opportunities and pitch new features or products.
  • Adherence:

    Follow scripts, meet performance metrics (KPIs), and comply with data privacy regulations (like GDPR/HIPAA).

Essential Skills:

  • Strong communication (verbal/written) & active listening.
  • Patience, empathy, and problem-solving.
  • Basic computer skills & familiarity with CRM software.
  • Local Language Skill ( Gujarati, Bengali, Kannada,Hindi, Odia etc)

Job Titles:

  • Customer Service Representative
  • Contact Representative
  • Customer Support Specialist

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