Call Center Agent

Key responsibilities

• Contact assigned leads or existing customers through approved channels; explain academy services, answer questions and recommend suitable packages.
• For sales portfolios, qualify enquiries, handle objections and arrange trials, appointments or enrolment handovers with branches.
• For retention portfolios, contact customers approaching renewal or considering cancellation; understand their concerns and agree practical next steps.
• Follow up consistently on open opportunities and agreed callbacks; maintain an accurate pipeline and clear next actions.
• Record conversations, customer preferences, outcomes and commitments accurately in the CRM or approved tracking system.
• Meet agreed activity, conversion, renewal and quality targets while observing service level agreements and communication standards.
• Coordinate with Front Desk and academy teams to resolve scheduling or service issues; escalate complaints beyond delegated authority.
• Use approved offers and pricing, protect customer information and provide feedback on recurring objections or reasons for withdrawal.
• Experience and qualifications
• Experience in a contact centre with outbound sales, customer retention or renewals responsibilities.
• Experience working to KPIs, service level agreements and call-quality standards.
• Strong spoken and written English, with clear telephone communication; experience serving European or US customers is advantageous.
• Comfortable using CRM systems and working to scheduled contact-centre shifts
• After you apply:
• Please check your inbox, including your spam or junk folder, for our application acknowledgement, screening questionnaire and recruitment updates. If an email from Melodica lands in spam or junk, mark it as “Not spam” to help ensure you receive future messages.