Call Center / Customer Support Executive

Job Context:

The Call Centre & Customer Care Executive will be responsible for communicating with customers, handling inquiries and complaints, providing accurate information about company services, and ensuring a high level of customer satisfaction. The position requires regular interaction with new and existing customers through phone calls and other communication channels, along with proper follow-up and coordination with relevant departments.

Job Responsibilities:

• Handle incoming and outgoing customer calls professionally.

• Provide accurate information about company services, products, procedures, and offers.

• Understand customer requirements and provide appropriate solutions.

• Handle customer complaints and resolve issues promptly.

• Follow up with potential and existing customers regularly.

• Maintain customer information, call records, and follow-up reports.

• Generate and manage customer leads through telephone calls.

• Coordinate with Sales, HR, Operations, Accounts, and other departments when required.

• Escalate complicated customer issues to the appropriate authority.

• Ensure proper communication and follow-up until the customer`s issue is resolved.

• Maintain daily call and customer service reports.

• Ensure customer satisfaction and build positive relationships with customers.

• Maintain confidentiality of customer and company information.

• Achieve assigned call, follow-up, lead-generation, and customer-service targets.

• Perform any other duties assigned by the management.