Call Center Officer

As the Call Center Officer, you are responsible for overseeing the call centre operations. Your focus will be on verifying customer information, coordinating with cross-functional teams, and achieving a 25% conversion rate of potential clients

Key Responsibilities:

Customer Engagement & Verification

Confirm and validate customer information from the assigned data pool to ensure

accuracy.

Follow up with interested customers to address inquiries and guide them through the decision-making process Cross-Functional Collaboration

Work closely with the After-Sales Team to resolve customer issues promptly and effectively

Partner with the New Media Team to leverage digital platforms for customer outreach and engagement.

Coordinate with the B2B and B2C Departments to align call center efforts with broader

business strategies.

Serve as the liaison between the call center and other departments, ensuring smooth data and communication flow.

 

Performance Optimization

Monitor call center metrics to ensure performance goals are met, with particular attention to the 25% conversion rate target

Analyze performance data, identify trends, and implement strategies to drive improvements.

Operational Excellence

Ensure accurate and timely transmission of verified customer data to relevant teams

Uphold company policies and maintain high standards for customer service and quality assurance.