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.

Requirements