Call Centre Executive

Job Description

Job Title: Call Centre Executive

Job Summary:
The Call Centre Executive is responsible for managing incoming and outgoing calls to provide support, resolve issues, and promote products or services. The role demands excellent communication, patience, and problem-solving skills to ensure a positive customer experience and contribute to business growth.

Key Responsibilities:

• Handle inbound and outbound calls professionally and efficiently.
• Respond to customer inquiries, provide accurate information, and resolve complaints.
• Promote and explain products or services when required (cross-selling/up-selling).
• Maintain detailed records of customer interactions and transactions in the CRM system.
• Escalate complex issues to the relevant department or supervisor.
• Achieve individual and team targets such as call quality, response time, and customer satisfaction.
• Follow communication “scripts” to ensure consistency and compliance with company standards.
• Conduct follow-up calls to confirm resolution or gather customer feedback.
• Stay updated with product knowledge, promotions, and company policies.
• Support continuous improvement initiatives within the call centre.

Qualifications & Skills:

• High school diploma or bachelor’s degree preferred.
• Prior experience in a call centre or customer service role is an advantage.
• Strong verbal and written communication skills.
• Ability to handle high call volumes with professionalism.
• Good listening and interpersonal skills.
• Basic computer skills (MS Office, call centre/CRM software).
• Ability to remain calm and patient under pressure.
• Target-driven with strong organizational skills.