Call Center Agent

Job Title : Call Center Agent

Department : Customer Support / Operations

Reports To : Call Center Supervisor / Manager

Job Type: Full-time

Location: Vashi, Navi Mumbai

Job Summary: We are looking for a motivated and customer-focused Call Center Agent to join our team. The successful candidate will handle inbound and/or outbound calls, assist customers with inquiries, resolve issues, and provide outstanding customer service to ensure customer satisfaction and loyalty.

Key Responsibilities

• Answer incoming calls promptly and professionally.
• Provide accurate information regarding products, services, and policies.
• Handle customer complaints, provide appropriate solutions, and follow up to ensure resolution.
• Document all customer interactions in the system accurately.
• Meet individual and team performance targets, including call handling time and customer satisfaction.
• Transfer calls or escalate issues to appropriate departments when necessary.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Participate in training and development programs as required.

Qualifications

• High school diploma or equivalent; additional education is a plus.
• Proven experience in a call center or customer service environment preferred.
• Excellent communication and interpersonal skills.
• Strong problem-solving skills and attention to detail.
• Ability to handle high call volumes and work under pressure.
• Proficiency with computers and familiarity with CRM systems.

Working Conditions

• Shifts may include evenings, weekends, and holidays.
• Sitting for extended periods and wearing a headset.
• Remote or on-site work depending on company policies.