Call Center Executive
Role overview
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.
Requirements • 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.
