Associate Call Center

Job description

Job Description Call Centre Junior Associate Job Title: Call Centre Associate (Junior) Department: Contact Centre Operations Rotational Week Off Rotational shift 6 Days working Role Purpose: Handle inbound customer interactions while maintaining high service quality, CSAT, and operational compliance. Key Responsibilities: • Handle incoming calls professionally • Maintain high call quality standards • Adhere to AHT targets • Achieve strong CSAT scores • Provide accurate healthcare information • Ensure proper documentation • Follow SOPs and scripts • Maintain email & phone etiquette • Ensure first call resolution (FCR) • Maintain confidentiality Skills: • Communication & listening skills • Convincing & interpersonal skills • Customer-centric approach • Soft skills & courteous behavior Requirements: 1 year of experience in call centre Basic healthcare knowledge MS Office skills Punctual & regular Willingness to work shifts Should be flexible KPIs: • AHT • CSAT • Call Quality • Attendance • Productivity