Address Title: Job Description for Senior Call Center Executive at Chandigarh University
Introduction:
Chandigarh University is one of the leading educational institutions in India, renowned for its state-of-the-art facilities and excellent academic programs. As part of our commitment to delivering exceptional customer service, we are seeking a dedicated and experienced professional to join our Call Center team in the role of Senior Call Center Executive.
Job Title: Sr Call Center Executive
Department: Call Center
Location: Chandigarh, India
Reports to: Call Center Manager
Job Summary:
As a Senior Call Center Executive, you will play a vital role in ensuring the highest level of customer satisfaction by managing and overseeing the daily operations of our Call Center team. You will be responsible for handling escalated customer queries, mentoring team members, monitoring performance metrics, and maintaining a customer-centric approach.
Responsibilities:
1. Handle escalated customer queries: Respond to complex and escalated customer inquiries, complaints, and issues in an efficient and professional manner via phone, email, or chat.
2. Mentoring and training: Provide guidance, support, and coaching to junior Call Center representatives to enhance their skillset and ensure consistent delivery of exceptional customer service.
3. Performance tracking: Monitor Call Center representatives' performance, review call recordings, and evaluate quality assurance to address performance gaps and make improvement recommendations.
4. Monitor call queues and call flow: Ensure efficient distribution of incoming calls, manage call flow, and address any potential bottlenecks to maintain optimal Call Center efficiency.
5. Supervise Call Center operations: Oversee Call Center activities, including handling shifts and breaks, tracking attendance, and coordinating with other departments to resolve customer issues.
6. Produce reports and analysis: Prepare and present monthly performance reports to the Call Center Manager, highlighting key trends, challenges, and recommendations for continuous improvement.
7. Maintain customer-centric approach: Develop and implement strategies for enhancing customer satisfaction, increasing first-call resolution, and minimizing call escalations or transfers.
8. Stay updated on product knowledge: Keep abreast of the university's current courses, programs, admission criteria, and other relevant information to provide accurate and up-to-date information to customers.
9. Escalation management: Collaborate with relevant internal departments to address escalated customer issues that require specialized attention and ensure timely resolution.
Qualifications and Requirements:
Conclusion:
The Senior Call Center Executive role at Chandigarh University is an excellent opportunity for a skilled professional to contribute to the institution's success and make a difference in the lives of our students and customers. By ensuring efficient operations and providing exceptional customer service, you will play a crucial role in maintaining the university's positive reputation. If you possess the required qualifications and genuinely enjoy working in a customer-centric environment, we invite you to join our team and be part of our journey towards excellence in education.
Introduction:
Chandigarh University is one of the leading educational institutions in India, renowned for its state-of-the-art facilities and excellent academic programs. As part of our commitment to delivering exceptional customer service, we are seeking a dedicated and experienced professional to join our Call Center team in the role of Senior Call Center Executive.
Job Title: Sr Call Center Executive
Department: Call Center
Location: Chandigarh, India
Reports to: Call Center Manager
Job Summary:
As a Senior Call Center Executive, you will play a vital role in ensuring the highest level of customer satisfaction by managing and overseeing the daily operations of our Call Center team. You will be responsible for handling escalated customer queries, mentoring team members, monitoring performance metrics, and maintaining a customer-centric approach.
Responsibilities:
1. Handle escalated customer queries: Respond to complex and escalated customer inquiries, complaints, and issues in an efficient and professional manner via phone, email, or chat.
2. Mentoring and training: Provide guidance, support, and coaching to junior Call Center representatives to enhance their skillset and ensure consistent delivery of exceptional customer service.
3. Performance tracking: Monitor Call Center representatives' performance, review call recordings, and evaluate quality assurance to address performance gaps and make improvement recommendations.
4. Monitor call queues and call flow: Ensure efficient distribution of incoming calls, manage call flow, and address any potential bottlenecks to maintain optimal Call Center efficiency.
5. Supervise Call Center operations: Oversee Call Center activities, including handling shifts and breaks, tracking attendance, and coordinating with other departments to resolve customer issues.
6. Produce reports and analysis: Prepare and present monthly performance reports to the Call Center Manager, highlighting key trends, challenges, and recommendations for continuous improvement.
7. Maintain customer-centric approach: Develop and implement strategies for enhancing customer satisfaction, increasing first-call resolution, and minimizing call escalations or transfers.
8. Stay updated on product knowledge: Keep abreast of the university's current courses, programs, admission criteria, and other relevant information to provide accurate and up-to-date information to customers.
9. Escalation management: Collaborate with relevant internal departments to address escalated customer issues that require specialized attention and ensure timely resolution.
Qualifications and Requirements:
- Bachelor's degree in any discipline (preferably in customer service or communications).
- Proven work experience as a Call Center Executive or similar role, preferably in an educational environment.
- Exceptional communication and interpersonal skills, with a strong customer-oriented approach.
- Excellent problem-solving and analytical abilities.
- Proficient in Call Center software applications and customer relationship management (CRM) systems.
- Ability to work in a fast-paced and dynamic environment, handling multiple tasks simultaneously.
- Flexibility to work in different shifts, including weekends and holidays, if required.
Conclusion:
The Senior Call Center Executive role at Chandigarh University is an excellent opportunity for a skilled professional to contribute to the institution's success and make a difference in the lives of our students and customers. By ensuring efficient operations and providing exceptional customer service, you will play a crucial role in maintaining the university's positive reputation. If you possess the required qualifications and genuinely enjoy working in a customer-centric environment, we invite you to join our team and be part of our journey towards excellence in education.
Intrested can reach me on 8393836632 or mail me at madhu.hrd@cumail.in
