Call Center
CRM
PKR 50,000 • Published Date: • Remote
Description
Join CRM as a Call Center professional where you will play a crucial role in managing customer interactions and ensuring excellent service delivery. You will be responsible for handling customer inquiries, resolving issues promptly, and maintaining positive relationships. This role involves managing a team of 5 persons, providing guidance, support, and fostering a collaborative environment to meet and exceed performance targets.
In this position, you will utilize Customer Relationship Management (CRM) tools to track customer interactions and enhance overall customer satisfaction. Your expertise and leadership will drive efficient call center operations, improve service quality, and contribute to the company’s reputation for outstanding customer support. You will bring at least 2 years of relevant experience and a strong commitment to delivering excellent service.
Responsibilities
- Manage daily operations of the call center team consisting of 5 members to ensure smooth and efficient service delivery.
- Utilize Customer Relationship Management (CRM) software to document customer interactions and track case resolutions.
- Handle escalated customer inquiries and complaints to achieve timely and satisfactory solutions.
- Monitor key performance indicators (KPIs) to evaluate team performance and implement improvement strategies.
- Coach and mentor team members to enhance their communication skills and customer service techniques.
- Develop and maintain effective communication channels within the team and with other departments.
- Implement best practices to improve call response time and overall customer experience.
- Conduct regular team meetings to discuss challenges, share feedback, and promote continuous learning.
- Ensure compliance with company policies and procedures as well as legal regulations affecting call center operations.
- Participate in recruitment, training, and onboarding of new team members to build a high-performing team.
Experience
2 Years
Apply By
Required Skills
- Customer Relationship Management (CRM)
- Team Leadership
- Customer Service
Nice to Have Skills
- Performance Monitoring
- Conflict Resolution
- Communication