Call Center Executive

Job Overview:We are seeking a dedicated and customer-focused Call Center Agent to join our BPO team. The ideal candidate will be responsible for handling inbound and outbound calls, providing exceptional customer service, resolving issues, and ensuring customer satisfaction. As a Call Center Agent, you will play a key role in representing the company, promoting services/products, and enhancing customer loyalty. Key Responsibilities:Customer Interaction: Handle high-volume inbound and outbound calls in a professional and timely manner. Address customer inquiries, concerns, and complaints with accuracy and empathy. Provide product/service information, troubleshooting, and technical support as required. Issue Resolution: Resolve customer issues efficiently, escalating complex matters to senior team members as needed. Follow up on customer issues to ensure complete resolution and satisfaction. Record Keeping: Accurately document customer interactions, transactions, and feedback in the system. Maintain a high level of data entry accuracy while ensuring confidentiality. Quality Assurance: Adhere to established call scripts, guidelines, and processes. Ensure compliance with all company policies and customer service standards. Performance Metrics: Meet and exceed key performance indicators (KPIs) such as call handling time, customer satisfaction (CSAT), first-call resolution (FCR), and others. Team Collaboration: Work closely with peers and supervisors to ensure smooth day-to-day operations. Participate in training sessions and team meetings to continuously improve service skills.