Job Description

Position : Telecom Customer Care Executive -Call Centre (Trainer)
Location : Guna, Madhya Pradesh
Employment Type : Full-time/Contractual
Reporting to: Ops. Manager

Salary: 18k to 30k (CTC)

Age limit: 18 to 40

Qualification: Minimum of a high school diploma or equivalent. A diploma or degree in customer service, communications, or related fields is an advantage.

Experience: 1-2 years of experience in a call centre or Skilling center or customer service environment, preferably in the telecom sector.

Role and Responsibility:

The Telecom Customer Care Executive is responsible for providing excellent customer service by handling inbound and outbound calls at a call centre. The role involves addressing customer inquiries, resolving complaints, providing information about telecom products and services, and ensuring customer satisfaction. The executive serves as the first point of contact between the telecom company and its customers, ensuring a positive experience with the brand.

• Training Delivery :
• Candidate should be from Call Center or training background
• Handling day-to-day Training to the candidates and call daily centre operation.
• Training on Call Center Job role as per NSQF Level to our call centre agents
• Training on setting goals and set deadlines for the task and achievement
• Monitoring the Team performance and reporting on the performance metrics.
• Motivating and leading the team members
• Assign the campaign to the training and Check hourly agent performance.
• Call Audit with feedback to callers for improvement on training and resolving the issues
• MIS report sharing on daily basis
• Preparing the documents, maintain & keeping secure of the centre.
• Basic understanding of telecom products and services (training provided if needed).
• Assessment and Certification :
• Evaluate trainee performance through practical tests and theoretical assessments.
• Provide feedback to trainees and prepare them for certification exams if applicable.
• Workshop and Equipment Management :
• Maintain and monitor the condition of lab equipment and tools in the training facility.
• Ensure compliance with health, safety, and environmental standards in the workshop.
• Skills :
• Excellent communication and interpersonal skills.
• Ability to manage difficult or emotional customer interactions with professionalism and patience.
• Strong problem-solving abilities and attention to detail.
• Proficiency in using call centre software, CRM systems, and other related tools.
• Ability to handle high call volumes and work in a fast-paced environment.

Preferred Certifications:

• Certification from recognized bodies such as National Skill Development Corporation (NSDC), or other industry-relevant certifications.

Job Type: Full-time

Pay: ?18,000.00 - ?30,000.00 per month

Schedule:

• Day shift

Education:

• Higher Secondary(12th Pass) (Preferred)

Experience:

• Call center: 1 year (Preferred)
• tele sales: 1 year (Preferred)
• total work: 2 years (Preferred)

Language:

• Hindi (Preferred)

Work Location: In person