Executive, Call Center
HQ, HQ
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