Telecaller

Job Description

Job Profile: Call Centre RepresentativeJob Title:Call Centre RepresentativeDepartment:Customer ServiceLocation:[Navi Mumbai]Reports To:Call Centre Supervisor/Manager/TelecallerJob Type:Full-timeShift:[Day Shift]Job Summary:A Call Centre Representative serves as the primary point of contact for customers, answering inquiries, resolving issues, and providing support through various communication channels (phone, email, live chat, etc.). This role requires excellent communication skills, problem-solving abilities, and a customer-centric mindset to ensure customer satisfaction and loyalty.Key Responsibilities:
• Customer Support:Handle inbound and outbound calls professionally, assisting customers with inquiries, complaints, and requests for products or services.
• Issue Resolution:Listen actively to customer concerns, determine their needs, and offer appropriate solutions or escalate issues to higher levels when necessary.
• Product Knowledge:Maintain in-depth knowledge of the companys products, services, and policies to provide accurate and helpful information to customers.
• Data Entry & Documentation:Accurately log customer interactions, issues, resolutions, and any follow-up actions required in the customer management system.
• Customer Feedback:Gather customer feedback to improve services, address concerns, and relay important information to relevant departments.
• Sales & Upselling (if applicable):Identify and act on opportunities to promote additional products or services to customers, meeting sales targets as necessary.
• Quality Assurance:Ensure that all customer interactions adhere to company policies and provide a positive customer experience.
• Performance Metrics:Meet or exceed key performance indicators (KPIs) such as call handling time, first call resolution, customer satisfaction, and adherence to schedules.
Skills and Qualifications:
• Communication Skills:Excellent verbal and written communication skills, with the ability to speak clearly, listen actively, and empathize with customers.
• Problem-Solving Ability:Strong analytical skills to understand customer concerns and provide effective solutions quickly.
• Customer-Centric:A focus on delivering outstanding service with a friendly and professional attitude.
• Multitasking:Ability to handle multiple tasks efficiently, such as answering calls, responding to emails, and updating customer records simultaneously.
• Patience & Emotional Intelligence:Demonstrated ability to remain calm and composed, especially when dealing with upset or frustrated customers.
• Technical Proficiency:Comfortable using computer systems, CRM software, and other customer service tools. Basic knowledge of office software (e.g., MS Office ).
• Teamwork:Ability to collaborate effectively with colleagues and work as part of a team to meet shared goals.
• Adaptability:Willingness to work flexible hours and adapt to changing company needs or customer demands.
Educational Requirements:
• Minimum Education:High School Diploma or equivalent.Additional certifications in customer service or communication are a plus.
• Preferred Experience:Previous experience in a customer service, call centre, or similar role is desirable but not mandatory.
Working Conditions:
• Environment:The role is typically performed in an office or call centre environment, but remote work options may be available depending on the company.
• Shift Work:This position may require working evenings, weekends, or holidays, depending on the business hours of the company.
Career Growth and Development:
• Opportunity for advancement to roles such as Senior Call Centre Representative, Team Leader, or Call Centre Supervisor.
• Regular training sessions to improve customer service skills, product knowledge, and professional development.
How to Apply:Interested candidates should submit their resume and a cover letter outlining their qualifications and interest in the role.Apply to:[HR hidden_email]

Keyskills :
managementteam leadershipcall center operations