Occupation Description

The Call Centre Executive is responsible for managing all inbound and outbound calls promptly and professionally, following call center “scripts” when handling different topics and identifying customers’ needs, clarifying information, researching every issue, and providing solutions. Also, he/she should suggest new ideas and follow up on the customer’s suggestions with their team leaders to maintain and enhance City Edge Developments’ image.

Job Scope

• Put customer needs first, be energetic, and provide first-call resolution (FCR) to all the customers.
• Act as the first point of contact to handle and resolve customer inquiries with accurate information.
• Evaluate customers' problems and provide logical lasting solutions.
• Identify and escalate issues appropriately and ensure a timely response.
• Work on CSAT outbound & CED APP tasks.
• Educate customers on procedures, and processes to ensure the interaction is valuable to the customer.
• Ensure escalations are followed up within the specified timeline.
• Build customer loyalty by following up on customer calls, and going the extra mile for each customer to connect with them.
• Enhance the customer experience by providing sales information assistance, through applying up/cross-selling, sales techniques; generate customer interest in the services or products offered by the company.
• Follow schedule adherence as per business requirements.
• Work effectively within the team and contribute to a healthy team-oriented environment.
• Completes assigned tasks within given deadlines.
• Document all call information according to standard operating procedures.
• Perform any additional tasks as requested according to the company’s policies and procedures.

Education and Most Common Work Experience Requested:

• Bachelor’s degree in Business or a relevant field.
• 1-3 years of related experience, preferably in real estate.
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