Call Centre Executive

Q Tech Solutions (Private) Limited seeks a proactive and customer-oriented Call Centre Executive to strengthen our operations by managing both inbound and outbound calls efficiently.

• This role demands exceptional communication skills and a strong commitment to maintaining a customer-first approach.
• The successful candidate will excel in handling customer queries, generating sales leads, and providing seamless support that aligns with UAE service standards.
• The position requires familiarity with Customer Relationship Management (CRM) software and strong capabilities in problem solving, multitasking, and data management tasks.
• The ideal candidate brings at least 3-7 years of experience in a reputed call centre setting and demonstrates excellent call handling techniques combined with active listening skills.
• This role does not involve managing a team but requires the ability to effectively prioritize tasks, meet key performance indicators related to call handling, conversion rates, customer satisfaction, attendance, and punctuality.
• The Call Centre Executive will play a pivotal role in supporting sales efforts through upselling techniques and maintaining high service quality and compliance with internal policies and regulatory standards.

Responsibilities

Qualifications:

• Bachelor’s degree preferred
• 1–3 years of experience in a reputed call center
• Excellent English communication skills (mandatory)
• Neutral or clear accent with strong listening skills
• Ability to work in shifts
• Basic computer proficiency and familiarity with CRM tools

Key Responsibilities:

• Manage inbound and outbound calls, ensuring professional and courteous communication at all times to provide outstanding customer service.
• Utilize Customer Relationship Management (CRM) software to accurately document customer interactions, update account information, and track sales leads and follow-ups.
• Address customer queries efficiently by actively listening, identifying issues, and providing timely resolutions or escalating concerns to higher levels when necessary.
• Support sales initiatives by employing sales and upselling techniques to generate new revenue (incentives applicable as per company policy) opportunities while maintaining a customer-centric approach.
• Maintain comprehensive data entry and documentation related to customer interactions, transactions, feedback, and complaints to support management reports and quality assurance.
• Meet and exceed key performance indicators including call handling targets, conversion rates for sales processes, and customer satisfaction scores.
• Adhere strictly to company policies, service standards, and regulatory compliance requirements ensuring high-quality service delivery.
• Manage multiple tasks effectively in a fast-paced environment, adapting to changing priorities while maintaining attention to detail and accuracy.
• Contribute to continuous improvement initiatives by providing feedback on customer insights and operational challenges encountered during calls.
• Maintain consistent attendance and punctuality to ensure full coverage during operating hours and support team productivity.

Compensation:

Competitive salary with a high earning potential through performance-based incentives.