Call-Center Executive

As a BPO Call Center Executive, you will be the first point of contact for our customers and prospects, managing both inbound and outbound interactions. Your mission is to deliver exceptional service, foster strong relationships, and drive business outcomes. This role is vital to our brand reputation and customer retention strategy.

Location: Gurugram, Haryana (Hybrid/On-site)

Position/Employment type: Full-time/Hybrid - Shift Timings: 10 AM 7 PM IST or

Experience: 1+ years in BPO, call center

Key Responsibilities:

• Inbound Call Management:

• Promptly answer and respond to customer queries via phone, email, and chat.
• Provide accurate information about products, services, and policies.
• Resolve issues efficiently, escalating complex cases as needed.

• Outbound Outreach:

• Proactively contact potential or existing customers for sales, follow-ups, surveys, or lead generation.
• Identify customer needs, pitch relevant offerings, and close transactions when applicable.

• CRM & Documentation:

• Maintain comprehensive records of all interactions in the CRM system.
• Track call details, resolutions, and lead outcomes.

• Quality, Metrics & Feedback:

• Adhere to scripts and quality standards, meeting KPIs like AHT, FCR, conversion rates, and CSAT.
• Participate in coaching sessions, attend training, and contribute to process improvement initiatives.

Requirements:

Languages: English, Hindi; Tamil, Telugu languages - all fluent

Multilingual abilities to support diverse customer demographics are preferable.

High school diploma or equivalent; bachelors degree preferred.

12 years of experience in a BPO, call center, or customer service environment.

Strong verbal and written communication with excellent active listening ability.

Customer-centric attitude with empathy, patience, and adaptability.

Effective problem-solving, multitasking, and time management skills

What We Offer:

Competitive salary with performance bonuses

28 paid vacation days

Growth in an international, collaborative team

Internet costs compensation