Call Centre Support Executive
Job Summary
The Call Centre and Backend Support Executive is responsible for managing inbound and outbound communications to support customer needs. This role involves maintaining accurate records, meeting performance targets, and identifying opportunities to upsell products. The ideal candidate possesses strong communication skills and experience with CRM systems.
Responsibilities
- Manage inbound and outbound calls
- Identify customer needs and provide solutions
- Upsell products
- Maintain accurate records of conversations
- Meet qualitative and quantitative targets
Required Skills
- Strong verbal communication
- Active listening
- CRM systems familiarity
- Time management
- Multi-tasking
Job Details
Responsibilities:
- Manage inbound and outbound calls in a timely manner.
- Follow communication “scripts” when handling different topics.
- Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives.
- Seize opportunities to upsell products when they arise.
- Build sustainable relationships and engage customers by taking the extra mile.
- Keep records of all conversations in our call centre database in a comprehensible way.
- Frequently attend educational seminars to improve knowledge and performance level.
- Meet personal/team qualitative and quantitative targets.
Requirements:
- Experience in a customer support role will be an added advantage.
- Track record of over-achieving quota.
- Strong phone and verbal communication skills along with active listening.
- Familiarity with CRM systems and practices.
- Customer focus and adaptability to different personality types.
- Ability to multi-task, set priorities and manage time effectively.