Call Center Executive
Meraki Education is looking for enthusiastic and customer-oriented individuals to join our call center team. The role involves handling inbound and/or outbound calls, assisting families interested in admissions at our school, with their queries, resolving issues, and ensuring parent satisfaction while following company policies and procedures.
Key Responsibilities:
- Answer inbound calls from families promptly and professionally.
- Make outbound calls towards new leads, follow-ups to existing parents, collecting feedback from existing parents.
- Handle parent inquiries, complaints, and requests with accuracy and empathy.
- Provide detailed information about the school, its processes & upcoming events/ activities.
- Record & update details of all interactions in the CRM.
- Escalate complex issues to senior team members & refer cases to specific teams depending on case history.
- Achieve daily/weekly/monthly call handling and performance targets.
- Maintain a positive, professional, and courteous tone during all customer interactions.
- Follow call scripts, quality standards, and compliance guidelines.
- Bachelor’s degree is a must.
- Prior customer service or call center experience is an advantage but not mandatory.
- Excellent English communication Skills.
- Active listening and problem-solving abilities.
- Ability to remain calm under pressure and handle difficult parents.
- Basic computer knowledge and familiarity with MS Office/CRM tools.
- Flexible working in shifts for an international location.
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