Inbound Call Center Executive

Manage incoming customer calls and deliver courteous, accurate, and prompt support.

Address customer inquiries regarding voice services, internet and data, packages, recharges, billing, SIM cards, network issues, and value-added services.

Verify customer identities and ensure the confidentiality and security of customer information.

Resolve customer complaints and service requests, escalating complex issues to the appropriate teams when necessary.

Meet established performance targets for Average Handling Time (AHT), Service Level, Quality, Customer Satisfaction, and First Call Resolution (FCR).

Record customer interactions accurately and keep CRM and system records up to date.

Adhere to approved call scripts, Standard Operating Procedures (SOPs), compliance policies, and quality standards.

Demonstrate empathy, active listening, and professional communication when interacting with customers.