Customer Service Representative

Job Summary:

As a Call Center Executive in the Emergency Response Command and Control Center, you will play a vital role in providing immediate assistance and support during emergency situations. You will be responsible for managing incoming calls related to personal safety, journey monitoring, roadside assistance, medical emergencies, and senior citizen distress situations. Your keen decision-making skills, empathetic communication, and ability to remain calm under pressure will contribute to the safety and well-being of our community.

Key Responsibilities:

Emergency Call Handling:

• Answer incoming emergency calls promptly and professionally.
• Determine the nature of the emergency and assess the urgency of the situation.

Information Gathering:

• Collect accurate and detailed information from callers to facilitate effective response actions.
• Maintain composure and empathy while gathering information during stressful situations.

Coordination and Dispatch:

• Coordinate with relevant response teams (e.g., medical, law enforcement, roadside assistance) to dispatch necessary support.
• Keep detailed logs of each call and response for record-keeping and analysis.

Support and Guidance:

• Provide initial support and guidance to callers while help is on the way.
• Follow established protocols and guidelines to ensure the safety and security of individuals in distress.

Customer Service:

• Exhibit strong customer service skills and a commitment to helping others throughout each interaction.
• Follow up with callers when necessary to ensure their needs are met.

Team Collaboration:

• Work collaboratively with other call center team members and emergency response staff.
• Participate in training and development sessions to improve skills and knowledge.

Qualifications:

Education:

• High school diploma or equivalent; a degree in communications, emergency management, or related field is a plus.

Experience: (Fresher can also Apply)

• Previous experience in a call center environment, particularly in emergency services, healthcare, or public safety, is preferred.
• Familiarity with emergency response protocols and procedures is a plus.

Skills:

• Excellent verbal and written communication skills.
• Strong problem-solving and decision-making abilities.
• Ability to handle stressful situations with patience and professionalism.
• Proficiency in using computer systems and call center software.

Personal Attributes:

• Empathetic and compassionate demeanor.
• Strong ability to remain calm under pressure.
• Commitment to helping individuals in crisis situations.

Working Conditions:

• Ability to work in a fast-paced environment, often requiring long hours and flexibility.
• Shifts may include evenings, weekends, and holidays.

Salary Range:

• 18 K to 20 K PM