International Call Centre Executive

Key Responsibilities:

1. Customer Interaction:

• Handle inbound calls from international customers regarding product information, queries, complaints, or support issues.
• Make outbound calls for surveys, follow-ups, tele-sales, or appointment scheduling depending on the process.
• Maintain a high level of professionalism and empathy in every conversation.

2. Issue Resolution:

• Understand customer concerns and provide appropriate solutions in a timely and courteous manner.
• Escalate complex issues to the next level of support when necessary.
• Follow up with customers to ensure their issues have been resolved satisfactorily.

3. Sales and Lead Generation (if applicable):

• Promote and sell products or services over the phone as per the campaign or process requirement.
• Achieve daily, weekly, or monthly sales or conversion targets.
• Generate leads through cold calling or upselling to existing customers.

4. Data Entry and Documentation:

• Accurately record customer details, conversation summaries, and issue resolutions in the CRM or ticketing system.
• Update call logs and maintain customer records as per process compliance.
• Ensure confidentiality of customer data and follow company guidelines for data protection.

5. Performance Metrics and Quality:

• Meet or exceed key performance indicators (KPIs) such as call handling time, resolution rate, customer satisfaction scores (CSAT), sales targets , and attendance .
• Follow call scripts, quality standards, and compliance rules strictly.
• Participate in coaching, training sessions, and feedback reviews to improve performance.