Contact Center Executive

Summary

The Contact Center Executive is the first point of contact for potential and existing clients. this role is essential in delivering exceptional customer service, managing inquiries, and providing information about BEYOND current and upcoming projects

The Role

1. Answer inbound calls and respond to inquiries regarding BEYOND’s current projects providing details about pricing, availability, specifications, handover dates, and promotional offers.
2. Handle customer complaints and provide solutions in a professional manner, and escalating cases to management when required.
3. Maintain detailed records of client interactions and update the CRM system with relevant information.
4. Qualify leads through effective questioning and understanding of client requirements.
5. Forward qualified leads to the sales team for further follow-up.
6. Conduct follow-ups on leads, inquiries, and client requests to ensure satisfaction and maintain relationships.
7. Generate daily, weekly, and monthly reports on call metrics, customer feedback, and inquiries.
8. Provide insights to marketing and sales departments on common customer queries and feedback.
9. Assist in organizing customer engagement events and outreach initiatives.
10. Assist in marketing for future projects by calling existing leads in the system and any other leads lists provided by management.

Competencies

• Language: Hindi (mandatory)
• Minimum Required Education : Intermediate institute / Bachelor Degree
• Average Years of Experience : 1-2 Years of experience in a customer service or Contact center role or similar position in Real Estate industry
• Required Skills : Time management, customer service, multi-tasking, previous ability to work under pressure, communication skills, customer oriented, follow-up skills, CRM System (preferably Salesforce)