Executive, Call Center

Date:  Mar 21, 2024
Location: 

HQ, HQ

Department:  Call Center

Role

The Call Center Executive is responsible for managing all inbound and outbound calls in a timely and professional manner, following call center “scripts” when handling different topics and identifying customers’ needs, clarify information, research every issue, and provide solutions. Also, he / she should suggest new ideas and follow up on the customers suggestions with their Team Leaders to maintain and enhance City Edge Developments’ image.

Key Accountabilities

  • Answer and greet all phoning customers, understand the purpose of each call handle it immediately and record the information in the system if required.
  • Record details of inquiries, comments and complaints and escalate, if required.
  • Put customer needs first, be energetic and provide first call resolution (FCR) to all the customers.
  • Act as the first point of contact to handle and resolve customer enquiries with accurate information.
  • Evaluate problems of the customers and provide logical lasting solutions.
  • Ensure best in class customer satisfaction (CSAT)
  • Educate customers on procedures, and processes to ensure the interaction is valuable to the customer.
  • Build customer loyalty by follow-up of customer calls.
  • Enhance the customer experience by providing sales information assistance, through use of up/cross-selling, sales techniques. Generate customer interest in the services or products offered by the company.
  • Manage large amount of inbound and outbound calls in a timely manner.

Strategy & Business Planning

  • Follow communication scripts if necessary.
  • Identify customer questions, complaints, concerns, and overall needs and propose the best solution that meets customers’ needs.
  • Handle Customer queries through different channels i.e., Emails, Webchat, Phone Calls, etc. and ensure to facilitate them in best possible manner.
  • Generate and follow up the leads for sales team by screening callers and identifying potential sales opportunities.
  • Maintain professional relationships with customers through ongoing excellent customer service.
  • Follow all communication procedures, policies, and guidelines during every customer interaction.
  • Feed and update customer information in the system
  • Provide feedback on the efficiency on the customer service process.
  • Maintain a monthly data report.
  • Ensure to encode all records of customer interactions, transactions, comments, and complaints and provide ad hoc reports as requested by the direct manager.
  • Continuously upgrade job-related knowledge and provide with innovative ideas and suggestions to improve on the Business Process.

Budget & Plans

Policies , systems processes & procedures

•    Follow all relevant departmental policies, processes and procedures so that work is carried out in a controlled and consistent manner while delivering a world-class service.
•    Contribute in cost-efficient usage of all applicable resources to reduce wastage and unnecessary expense.

HSE & Risk Management

Change Management

Continuous Improvements

People management

Working Conditions

Office Based role with normal working conditions and normal physical effort. Does not require international travel.

Necessary Experience

•  1 - 3 years of related experience.  
•  Previous experience in real estate is preferred

Education Requirements

Bachelors Degree

Competencies

Analyzing & Interpreting
Interacting & Presenting
Organizing & Executing
Supporting & Co-operating