Call Centre Executive

Job Title: Call Centre Executive

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About the Role

Call Centre Executive

The ideal candidate is someone who can balance empathy with efficiency while delivering an outstanding customer experience and contributing to overall service quality.

Key Responsibilities

• Manage a high volume of incoming and outgoing calls with professionalism and efficiency.
• Follow established communication scripts, while confidently going off-script when needed to provide tailored support.
• Understand customer needs, identify and resolve issues, and deliver prompt and accurate solutions.
• Take full ownership of calls—tracking each request to closure, including follow-ups with escalation teams when required.
• Maintain detailed records of interactions, resolutions, and actions in the call centre system.
• Build rapport with customers by providing responsive and empathetic service, ensuring satisfaction at every touchpoint.
• Identify sales opportunities during customer interactions and assist in upselling products or services where appropriate.
• Meet and exceed performance targets in service quality, response time, and customer satisfaction.
• Provide input to improve call centre workflows, customer touchpoints, and service processes.

Required Qualifications & Skills

• Minimum qualification: Graduation
• Proven experience in a call centre or customer support role
• Strong verbal communication and active listening skills
• Basic proficiency in MS Excel and CRM tools
• Ability to handle pressure, manage time efficiently, and multitask
• Strong problem-solving capabilities and a service-first mindset
• Fluent in English and Hindi (additional regional language is a plus)

Preferred Qualifications

• Experience in

  conflict resolution

  or handling escalated calls
• Exposure to

  customer sales

  or upselling in a support environment
• Familiarity with data-driven insights and customer engagement strategies