Job Overview:
The Hindi Call Center Executive is responsible for providing exceptional customer service and support to clients and customers over the phone. This role involves handling inquiries, resolving issues, and ensuring a high level of customer satisfaction in Hindi.
Key Responsibilities:
- Customer Support:
- Handle inbound and outbound calls in Hindi to assist customers with their queries, complaints, and requests.
- Provide accurate information regarding products, services, and company policies.
- Resolve customer issues efficiently and effectively while maintaining a positive attitude.
- Issue Resolution:
- Identify and understand customer concerns and issues.
- Provide solutions or escalate complex problems to higher levels of support as necessary.
- Follow up with customers to ensure their issues are resolved to their satisfaction.
- Documentation and Reporting:
- Maintain accurate and detailed records of customer interactions, including issues reported and resolutions provided.
- Update customer information in the CRM system and ensure data integrity.
- Prepare reports on call volume, issues, and resolutions as required.
- Service Quality:
- Adhere to company service standards and guidelines to deliver consistent and high-quality customer service.
- Meet or exceed performance metrics such as call handling time, customer satisfaction scores, and first-call resolution rates.
- Participate in training sessions and workshops to improve skills and knowledge.
- Communication:
- Communicate clearly and professionally with customers, using appropriate language and tone.
- Actively listen to customer needs and respond with empathy and understanding.
- Provide feedback and suggestions for improving processes and customer service.
- Team Collaboration:
- Work closely with team members and supervisors to achieve departmental goals and objectives.
- Share insights and best practices with colleagues to enhance team performance.
- Assist with training and mentoring new team members as needed.
Qualifications:
- Education: High School Diploma or equivalent; higher education is a plus.
- Experience: Previous experience in a call center or customer service role is preferred but not required.
- Skills:
- Proficiency in Hindi (both spoken and written) is essential.
- Good command of English is an advantage.
- Strong verbal communication and active listening skills.
- Ability to handle difficult situations with patience and professionalism.
- Basic computer skills and familiarity with CRM software is a plus.
- Attributes:
- Customer-focused with a commitment to providing excellent service.
- Ability to work in a fast-paced environment and manage multiple tasks effectively.
- Strong problem-solving skills and attention to detail.
- Flexible and adaptable to changing processes and procedures.
Preferred Qualifications:
- Experience working in a Hindi call center environment.
- Familiarity with customer service metrics and performance indicators.
- Knowledge of additional languages is a plus.
Working Conditions:
- Full-time position with standard office hours. Flexibility may be required for shift work or extended hours.
- Work may be performed in an office environment or remotely, depending on company policy.
