Executive, Call Center

Job description

Role The Call Center Executive is responsible for managing all inbound and outbound calls in a timely and professional manner, following call centre “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 - 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 inquiries with accurate information. - Evaluate customers' problems and provide logical lasting solutions. - Identify and escalate issues appropriately and ensure a timely response. - Work on CSAT outbound & CED APP tasks. - Educate customers on procedures, and processes to ensure the interaction is valuable to the customer. - Ensure escalations are followed up within the specified timeline. - Build customer loyalty by following up on customer calls, and going the extra mile for each customer to connect with them. - Enhance the customer experience by providing sales information assistance, through applying up/cross-selling, sales techniques; generate customer interest in the services or products offered by the company. - Follow schedule adherence as per business requirements. - Work effectively within the team and contribute to a healthy team-oriented environment. - Completes assigned tasks within given deadlines. - Document all call information according to standard operating procedures. - Perform any additional tasks as requested according to the company’s policies and procedures. Necessary Experience • 1 - 3 years of related experience. • Previous experience in real estate is preferred Education Requirements Bachelors Degree Strategy & Business Planning Budget & Plans Policies , systems processes & procedures HSE & Risk Management Change Management Continuous Improvements People management Working Conditions Competencies Analyzing & Interpreting Interacting & Presenting Organizing & Executing Supporting & Co-operating