Contact Center Executive

Group Company: 91 Springboard Business Hub Private Limited

Designation: Contact Centre Executive

Office Location: Pune, Yerwada

Role Overview:

The Contact Center Associate will be responsible for managing customer queries over voice calls/ e-Mails. sales opportunities, supporting on-demand products (Day passes, Meeting Rooms, Event Spaces, Virtual Office etc.) transactions, responding to any potential business partnership queries etc. This role requires resolving customer issues effectively, end to end managing low complexity retail sales leads including sales of On- Demand Products, small ticket size physical space membership. The role shall also be responsible for ensuring all interactions and transactions are tracked and reported accurately. The associate will play a vital role in ensuring customer satisfaction and driving business outcomes.

Responsibilities and Skills

Customer Query Management

• Address customer inquiries about hub locations, pricing, and general concerns through voice calls and emails with timely, accurate resolutions.
• Quickly resolve low-complexity queries during initial interaction and escalate complex issues when needed.

Sales and Lead Management

• Convert smaller client opportunities independently and escalate larger leads to the Sales Department.
• Process accurate transactions for on-demand products, including memberships and services.

On-Demand Product Support and Reporting

• Identify and fulfill customer needs for on-demand products like meeting rooms, event spaces, and day passes.
• Ensure all activities and interactions are documented in the CRM system.

Key Skills and Qualifications

• Exceptional verbal and written communication skills.
• Strong organizational skills with the ability to multitask effectively.
• Experience with CRM tools and familiarity with sales processes is preferred.
• Customer-first mindset, focusing on efficient issue resolution.
• Analytical skills for preparing reports and interpreting data.

Minimum Qualifications:

• Bachelors Degree (preferably in Business, Marketing or Communication).
• 6 months-2 years of successful customer service experience in IT, Contact Centre or Sales.