Call Counselor

The Call Counselor is responsible for handling inbound and outbound calls, providing accurate information, addressing inquiries, and guiding individuals through various processes. They act as the first point of contact, ensuring a positive and professional experience for all callers.

Responsibilities:

Handling Inbound and Outbound Calls:

• Answer incoming calls promptly and professionally.
• Make outbound calls to follow up with individuals or provide information.
• Manage call volume efficiently and effectively.

Providing Information and Guidance:

• Provide accurate and comprehensive information about products, services or admissions requirements.
• Explain procedures, policies, and processes clearly and concisely.
• Address caller inquiries and resolve issues promptly.
• Guide individuals through application, enrollment, or other relevant processes.

Building Rapport and Providing Support:

• Establish rapport with callers and create a positive and supportive environment.
• Listen attentively to caller concerns and needs.
• Offer empathy and understanding to callers facing challenging situations.
• Provide emotional support and encouragement when appropriate.

Maintaining Accurate Records:

• Accurately record caller information and interactions in the database or CRM system.
• Document call outcomes and follow-up actions.
• Maintain organized and up-to-date records.

Meeting Performance Goals:

• Meet or exceed call volume and quality targets.
• Adhere to established call handling procedures and protocols.
• Maintain a high level of customer satisfaction.

Collaboration and Communication:

• Collaborate with other team members and departments to resolve complex issues.
• Communicate effectively with supervisors and colleagues.
• Provide feedback and suggestions for process improvement.

Knowledge and Training:

• Stay up-to-date on product, service, or program information.
• Participate in training and professional development activities.
• Adhere to ethical and confidentiality guidelines.
• Specific duties based on industry:
• In educational settings, this may include advising prospective students on program options, admission requirements.
• In sales, this may include qualifying leads, describing product benefits, and closing sales.

Qualifications:

• High school diploma or equivalent (bachelor's degree preferred in some fields).
• Proven experience in customer service.
• Excellent communication and interpersonal skills.
• Strong listening and problem-solving skills.
• Ability to remain calm and professional under pressure.
• Proficiency in computer applications and database management.
• Ability to work independently and as part of a team.
• Strong organizational skills.
• Empathy and patience.

Skills:

• Active listening
• Verbal communication
• Written communication
• Problem-solving
• Customer service
• Time management
• Computer literacy
• Data entry
• Emotional intelligence.

Job Types: Full-time, Permanent, Fresher

Pay: ₹10,000.00 - ₹14,000.00 per month

Benefits:

• Paid sick time

Education:

• Higher Secondary(12th Pass) (Preferred)

Experience:

• Cold calling: 1 year (Preferred)

Work Location: In person