Associate Call Center

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