Job Description:-

1. Customer Interaction – Inbound Calls

• Attend incoming calls from customers to address inquiries, complaints, or service requests.

• Provide accurate information about products, services, billing, or processes.

• Ensure all calls are handled professionally and courteously, maintaining a positive tone.

• Document customer issues and resolutions in the internal system.

2. Customer Engagement – Outbound Calls

• Make outgoing calls to existing or potential customers for promotions, follow-ups, or service verifications.

• Convince customers regarding the benefits of products or services if working in a sales process.

• Perform welcome calls, feedback surveys, or reminder calls (e.g., payment reminders, renewals).

3. Call Handling Quality

• Follow company-approved scripts and communication protocols.

• Maintain high levels of First Call Resolution (FCR).

• Avoid long hold times or call transfers unless necessary.

• Escalate complex queries to team leaders or supervisors appropriately.

4. Data Entry and CRM Updates

• Record customer interactions, queries, feedback, and complaints accurately.

• Update CRM or internal software systems in real-time with customer information and call outcomes.

• Maintain data confidentiality and handle customer details securely.

5. Communication and Team Support

• Coordinate with team members to share insights, feedback, or hand over follow-ups.

• Participate in training sessions, briefings, and performance reviews.

• Provide feedback on call scripts, system issues, or customer trends.