Call Center Executive

Job Description:

•  Manage a large amount of Inbound and outbound calls in a timely manner.

• Enter new customers' information into the system.

• Identifying Students'/Parents needs, clarifying information and giving proper suggestions.

•  Meet personal/team targets.

•  Taking part in timely training and other learning opportunities to expand organisation knowledge.

•  Building lasting relationships with customers and other team members based on trust and reliability.

• Document all call information according to standard operating procedures.

• Identify and assess customers needs to achieve satisfaction.

• Build sustainable relationships and trust with customers through open and interactive communication.

•  Provide accurate, valid and complete information using the right methods/tools.

• Handle customer complaints, and provide appropriate solutions and alternatives.

•  Keep records of customer interactions, process customer accounts and file documents.

•  Follow communication procedures, guidelines and policies.

•  Interdepartmental coordination

•  Inbound Calls - Customer Queries, Service Calls, Complaint Registration

•  Outbound Calls - feedback on product quality and delivery standards, Scheduling Delivery Slots, Follow-up

•  Email - Answer queries, Quotations

•  Chat - Online chat discussions with customers regarding queries about products, delivery schedules, placing orders

•  Interdepartmental coordination

•  Coordinate with the delivery team and the customers during the actual delivery

Location : East Fort, Thrissur