Contact Center Executive

Purpose of the Job

Job Description

• Providing excellent customer service by answering inquiries, resolving issues, and addressing concerns.
• Gaining a deep understanding of the company's products or services to effectively assist customers and provide accurate information.
• Communicating clearly and professionally with customers, colleagues, and supervisors, and actively listening to customers' needs.
• Identifying and resolving customer problems and complaints while following company policies and procedures.
• Accurately recording customer information, interactions, and transactions in the company's database or CRM system.
• Efficiently managing call time and ensuring prompt response to customer inquiries.
• Continuous Learning: by keeping up to date with product or service knowledge and participating in ongoing training programs.
• Meeting performance metrics and targets, such as call handling times, quality scores, as specified by the employer.
• Providing regular reports and feedback to supervisors on customer trends, issues, and suggestions for improvement.

Job Responsibilities - Experience and Education

• Bachelor's or equivalent is the minimum educational requirement. 
• Strong verbal and written communication skills 
• A customer-focused attitude, patience, empathy, and the ability to manage challenging customer interactions.
• Problem-Solving Abilities. 
• Adaptability to change.
• Shift Flexibility (including evenings, weekends, and holidays)
• Ability to work under pressure.
• A medium to high typing speed is required.