Customer Service-Outbound

COMPANY DESCRIPTION

About CAMS:

Besides serving as a B2B solutions partner, CAMS brings a unique ability of B2C to serve the end customers through a variety of touch points such as pan India network of Service centers, Call center and Online Services. The company was incorporated in year 1988, has four back-office delivery centres in Chennai, Business Continuity Plan (BCP) site at Coimbatore and a Pan India network of 270+ customer service centers. CAMS is a listed company as on 1st October 2020.

Roles & Responsibilities:

Handle Inbound/Outbound Calls:

• Manage inbound and outbound calls to ensure customer satisfaction and smooth communication flow.
• Address customer queries, provide solutions, and ensure a professional tone and clarity in communication.

Objection Handling / Escalation Handling:

• Effectively manage objections raised by customers and resolve escalated issues promptly.
• Ensure customer concerns are addressed with empathy, professionalism, and a resolution-focused approach.

Review and Analyse Call Dispositions:

• Analyse call dispositions to identify areas for improvement and enhance customer experience.
• Provide feedback to team members to ensure continuous growth and improvement.

Review and Improvise Call Scripts:

• Review call scripts regularly to ensure they are up to date and reflect the current process and customer needs.
• Suggest changes or improvements to scripts based on feedback and evolving business requirements.

Analyse Trends for Suggesting/Making Calling Strategy:

• Analyse trends and data to create or suggest strategies to improve call handling processes and increase effectiveness.
• Make recommendations for process improvements based on customer feedback and call data analysis.

Train & Guide New Entrants on the Process:

• Train new team members on company processes, communication standards, and customer interaction techniques.
• Provide ongoing support and guidance to ensure new hires are well-equipped to succeed in their roles.

Engage with Client SPOC Process Management, Quality & Review:

• Collaborate with the clients Single Point of Contact (SPOC) for ongoing process management and quality assurance.
• Regularly review performance metrics and outcomes with the client and work on areas of improvement.

Preferred candidate profile

Any Graduate

Inbound & outbound exp(4-8 years)

Personal Attributes:

• Strong Decision-Making Skills:

  Ability to make timely, informed decisions that positively impact both customer satisfaction and business outcomes.

• Empathy & Patience:

  Ability to handle customer concerns with empathy and patience, ensuring a positive customer experience.

• Adaptability:

  Flexible and adaptable to changing work environments and business needs.

• Problem-Solving Orientation:

  Focused on finding practical solutions to challenges and issues that arise during customer interactions.

Walkin interviews.

CAMS

158, Anna Salai

Rayala towers

Chennai-600 002

Time 10 to 12 noon

Date:22nd & 23rd Sept 2025.