Call Center Executive

Location: Mumbai

Age: Below 38

Job brief

We are looking for a Call Centre Representative who will be the liaison between our

company and its current and potential customers. The successful candidate will be

able to accept ownership for effectively solving customer issues, complaints, and

inquiries; keeping customer satisfaction at the core of every decision and behaviour.

Responsibilities

• Manage the amounts of inbound and outbound calls promptly.

• Follow communication scripts when handling different topics.

• Identify customers’ needs, clarify information, research every issue, and

provide solutions and/or alternatives.

• Build sustainable relationships and engage customers by taking the extra

mile.

• Keep records of all conversations in our call centre database in a

comprehensible way

• Frequently attend educational updates and training to improve knowledge and

performance level.

• Meet personal/team qualitative and quantitative targets.

• Manage and keep a record of other operational tasks assigned daily

• Perform regular data audits, clean-up, and deduplication tasks

• Collaborate with sales and operations teams to gather and validate data

• Use Excel functions (VLOOKUP, Pivot Tables, etc.) to analyse and present

data insights.

• Handle confidential customer information with a high degree of integrity and

professionalism.

Requirements and skills

• Previous experience in a customer support role

• Track record of over-achieving quota

• Strong phone and verbal / Non-verbal communication skills along with active

listening

• Familiarity with CRM systems and practices

• Customer focus and adaptability to different personality types

• Ability to multi-task, set priorities and manage time effectively.

• Graduate

• Strong expertise in Microsoft Excel (PivotTables, advanced formulas, data

validation, charts, etc.)

• Ability to work with large datasets accurately and efficiently.

• Strong attention to detail and problem-solving skills.