Contact Center Executive

Responsibilities

•Answer or make calls to clients to learn about and address their needs, complaints, or other issues with products or services.

•Participate in CLM reports preparation.

•Respond efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.

•Engage in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.

•Build a lasting relationship with clients and other contact center team members based on trust and reliability.

•Utilize software, databases, scripts, and tools appropriately.

•Understand and strive to meet or exceed contact center metrics while providing excellent consistent customer service.

•Make sales or recommendations for products or services that may better suit client needs.

•Coordinate with IT in maintaining a central customer database across all automotive departments

•Perform routine activities in accordance with agreed deadlines and standards and discharge any other task assigned by superiors in a timely and effective manner.

•Assist colleagues and foster an environment of teamwork and collaboration.

•Contribute to the department’s development by providing timely suggestions and feedback.

•Make requisite attempts to handle customer complaints in a prompt and effective manner and as per company policies and practices and escalate cases to his/her superior if required.

•Take part in training and other learning opportunities to expand knowledge of company.