Call Center Executive

Job description

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, and upcoming events/activities.
• Record and update details of all interactions in the CRM.
• Escalate complex issues to senior team members and refer cases to specific teams depending on case history.
• Achieve daily, weekly, and 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.