Contact Centre Representative

Spectrum Talent Management; Hyderabad; On-site; INR 300,000 - 480,000; Full time

Job summary

Spectrum Talent Management is seeking a customer service professional to handle inbound and outbound calls and respond to customer emails with professionalism. You will address queries at the first point of contact and understand customer needs, recommending relevant products and services to meet commitments.

Stay updated on product knowledge and collaborate with teammates to ensure a positive, high-quality customer experience while maintaining empathy and patience in every interaction.

Qualifications

• Excellent verbal and written communication.
• Customer service and handling experience.
• Experience with inbound/outbound calling and email management.
• Problem solving and escalation management.
• Ability to work under pressure in high-volume environment.

Responsibilities

• Handle inbound and outbound customer calls and respond to customer emails professionally.
• Manage customer queries and respond at the first point of contact where possible.
• Deliver solutions and services aligned with customer expectations and commitments.
• Understand customer needs and recommend relevant products and services.
• Maintain product knowledge through training and internal communications.
• Build customer loyalty through knowledge of key products and services.
• Take ownership of issues and determine escalation needs.
• Maintain professionalism, patience, and empathy in interactions.
• Follow organizational policies and customer service standards.
• Collaborate with team members to foster a positive work environment.

Skills

Excellent verbal and written comms

Customer service handling

Inbound outbound calling

Email management

Query resolution

Customer satisfaction

Problem solving escalation

Patience and empathy

Organizational skills

Adaptability and flexibility

Work under pressure (high volume)

MS Office basics

Job description

Key Responsibilities

• Handle inbound and outbound customer calls and respond to customer emails in a polite and professional manner.
• Manage customer queries and resolve issues effectively at the first point of contact wherever possible.
• Deliver solutions and services in line with customer expectations and commitments.
• Understand customer needs and recommend relevant products and services where appropriate.
• Provide excellent customer service by staying updated with product knowledge, training, and internal communications.
• Build customer loyalty through strong knowledge of key products and services.
• Take ownership of customer issues and determine when escalation is required.
• Maintain professionalism, patience, and empathy while interacting with customers.
• Follow organizational values, policies, procedures, and customer service standards.
• Work collaboratively with team members and contribute to a positive and inclusive work environment.

Required Skills

• Excellent verbal and written communication
• Customer service and customer handling
• Inbound/Outbound calling
• Email/Mailbox management
• Query and complaint resolution
• Customer satisfaction
• Problem-solving and escalation management
• Patience and empathy
• Good organizational and prioritization skills
• Adaptability and flexibility
• Ability to work under pressure and in a high-volume environment
• Basic computer and MS Office skills