As a Contact Centre Executive, you will be responsible for handling inbound and outbound customer inquiries via phone, email, and other communication channels. Your primary goal will be to assist customers with their questions, resolve issues, and ensure a positive experience. The ideal candidate should possess excellent English-speaking and writing skills, exceptional interpersonal abilities, and a passion for delivering outstanding customer service.
1.Handle inbound customer inquiries via phone, email, and chat with professionalism and courtesy.
2.Maintain a high level of customer satisfaction by ensuring inquiries are handled efficiently and effectively.
3.Document and maintain records of customer interactions, transactions, and relevant details.
4. Develop a deep understanding of the company’s products, services, and policies to provide accurate information to customers. Stay updated on product changes, updates, and new offerings.
5.Conduct follow-ups with customers to ensure their satisfaction, gather feedback, and identify opportunities for improvement.
6.Meet or exceed performance metrics including call handling time, customer satisfaction scores, and resolution rates.
7.Collaborate with team members and other departments to achieve timely issue resolution and enhance overall service quality.
Qualifications and Skills:
- Minimum Qualification Graduation.
- Fluency in English-speaking and writing skills with a clear and professional communication style.
- Strong interpersonal skills and the ability to empathize with customers’ needs and concerns.
- Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
- Problem-solving skills with a focus on delivering effective solutions to customers.
- Prior experience in customer service, call Centre, or related roles is preferred.
- Strong active listening skills and empathy towards customer concerns.
- Strong attention to detail and accuracy in recording information.
- Proficient computer skills and ability to navigate CRM systems and other software.
- Flexibility to work varying shifts, including evenings, weekends, and holidays if necessary.