Call center Executive
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Key skills for this role
About the Role
Meraki Education is looking for enthusiastic and customer-oriented individuals to join our call center team.
Key Skills for This Role
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Overview
Meraki Education is looking for enthusiastic and customer-oriented individuals to join our call center team.
The role involves handling inbound and/or outbound calls, assisting families interested in admissions at our school, with their queries, resolving issues, and ensuring parent satisfaction while following company policies and procedures.
Key Responsibilities
- Answer inbound calls from families promptly and professionally
- Make outbound calls towards new leads, follow-ups to existing parents, collecting feedback from existing parents.
- Handle parent inquiries, complaints, and requests with accuracy and empathy
- Provide detailed information about the school, its processes & upcoming events/ activities
- Record & update details of all interactions in the CRM
- Escalate complex issues to senior team members & refer cases to specific teams depending on case history.
- Achieve daily/weekly/monthly call handling and performance targets
- Maintain a positive, professional, and courteous tone during all customer interactions
- Follow call scripts, quality standards, and compliance guidelines
Requirements
- Bachelor's degree is a must
- Prior customer service or call center experience is an advantage but not mandatory
- Excellent English communication Skills
- Active listening and problem-solving abilities
- Ability to remain calm under pressure and handle difficult parents
- Basic computer knowledge and familiarity with MS Office/CRM tools
- Flexible working in shifts for an international location
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